NOC Tier 1 Engineer
1 day ago
Bolton
About The Role Join Our Team as a NOC Tier 1 Engineer! Intercity Technology is seeking a dedicated and customer-focused NOC Tier 1 Engineer to join our dynamic team located in our Bolton office. Your role will encompass a range of first-line services, including initial customer contact and ongoing service management through to closure. You will utilise Intercity and third-party systems and processes to execute your role effectively. Above all, you will provide a customer-sensitive and responsive service while adopting a systematic, disciplined, and analytical approach to handling faults and service requests. Maintaining customer confidence through a friendly presence and helpful attitude is paramount. Key Responsibilities As a NOC Tier 1 Engineer • Customer Support: Provide first contact telephone and email reception in support of ISOC delivered services., • Service Management: Follow agreed triage, incident, and service request procedures in accordance with prescribed standards and service levels., • System Utilisation: Utilise and manage Intercity ticketing system and other third-party systems to fulfil service requirements., • Independent Work: Work without continuous supervision and provide professional support services to Intercity customers., • Reporting: Assist in preparing internal and/or customer-facing reports., • Information Gathering: Use the internet and other sources of information as required to progress service delivery., • Client Liaison: Liaise with clients to analyse, review, identify, and develop relationships that meet/exceed customer needs., • Customer Satisfaction: Contribute to the highest levels of prospect and customer satisfaction., • Service Improvement: Recommend improvements to Intercity services and service quality., • Vendor Solutions: Become an Intercity champion for key vendor solutions, including CheckPoint and Cyglass, triaging incidents/requests/changes through to implementation or remediation. Lead vendor communication and ensure regular updates are sent to customers, maintaining SLA compliance. Education and Qualifications: • IT Degree is desirable., • Check Point, Juniper, Cisco, Extreme, Aruba, Exinda accreditation is desirable. Experience and Knowledge: • A minimum of one year’s recent experience working in a technical help desk or IT service desk role., • Familiarity with key IT concepts and commonly used terminology., • Previous ITIL experience is desirable., • Previous customer service training is desirable., • Experience with shift working, including unsociable hours, is desirable. Competencies and Skills: • Excellent interpersonal, written, and verbal communication skills., • Ability to work under pressure, multitask between simultaneous events, and respond to deadlines., • Flexible, tenacious, highly self-motivated, and committed to achieving goals. Full training will be provided on Core Intercity Products, and a Team Leader will work with the successful candidate to plan career progression and the training/experience required. What We Offer • 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days., • Annual pay reviews., • Holiday buy scheme., • All-company bonus scheme., • Death in service cover., • Employee assistance programme., • Company pension., • Active social calendar., • A strong focus on developing our people. About You About Us Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses. Our Vision Is To Be The Best Technology Partner To Work For And With – We Are Really Proud Of Our Achievements So Far • Customer Net Promoter Score of +92, • Gold Award Investors in People Accreditation, • Employer of the Year 2025 - British Business Excellence Award, • Gold Eco Vadis rating - Among the Top 3% of Companies for Sustainability Performance We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.