NOC 1st Line IT Engineer
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Overview and Responsibilities:
Part of the NOC Operations Team.
Responsible for technical support on Client Networks.
■ Min. 1 Year networks experience.
■ Basic analytical and fault finding skills
Mandatory Language skills (fluent reader, writer and speaker):
Responsibilities include providing a responsive service across contract, delivering the following functions:
■ Providing monitor (1st line) level of support and advice to the 3rd line (on-site) support and account team.
■ Takes ownership of more complex incidents received from the Service Desk.
■ Takes escalations from Service Desk.
■ Able to work in a team with some supervision.
■ Escalates to TSS3 (NOC 2nd line) where required.
■ Able to deal with more none routine issues.
■ Ability to run short training workshops within own area.
■ Understanding of customers’ environment and SLAs.
■ Follows established processes.
■ Able to supervise other team members.
■ Produce service reports using software such as E-Health.
■ Use 3rd party tools for faulty line testing and to report a faulty line to 3rd party helpdesks.
■ Validate incident data with service desk agent.
■ Undertake simple IMAC’s unsupervised
■ Undertake more complex IMAC’s under supervision
■ Minimum of 1 year commercial networking experience.
■ Proven knowledge of Cisco CCNA or CCNP
CCNA or CCNP Certifications are a plus.
■ Good working knowledge of networking technologies
i.e. LAN, WAN, TCP/IP, routing, switching and subnet addressing.
■ Good working knowledge of networking hardware, especially from the Cisco Catalyst family
i.e. Cisco 29xx, 35xx, 37xx, 38xx Cisco 26xx routers, 6500 switches, Cisco Nexus family
Knowledge of Brocade products (access, distribution and core)
WLAN experience is essential:
Experience of small changes to network infrastructure – simple IMAC
Working knowledge of Legacy technologies, not limited to, but such as:
Hirschman switching and routing
Siemens switching and routing
Nortel Passport Technology
■ Experience with network monitoring and troubleshooting tools
i.e. CA Spectrum and E-Health
■ Previous experience of network design.
■ ITIL Foundation or knowledge of ITIL processes.
■ Understanding of network security.
Some hands-on experience
■ Continuous Improvement
■ Bluecoat Technoligies
■ DDI – Infoblox
- Setor de atividade/indústria
- Tecnologias de Informação
- Categoria e subcategoria de profissão
- IT e Telecomunicações - Redes, Comunicações e Segurança
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