Role Purpose

The NOC Engineer Tier 1 is responsible for monitoring all aspects of enet’s network including devices, collocation facilities and backhaul links. They are accountable for opening cases taken from the service desk and taking action to resolve within the service level agreements. They must always demonstrate a methodical trouble shooting approach with detailed case updates being tracked for close out.

Key Accountabilities 

They will be an active member of the NOC Service Delivery team by supporting overall goals to achieve realistic outcomes.

• They will take the lead in initial troubleshooting and diagnosis of all faults using enet’s trouble-shooting tools and monitoring systems.
• They are responsible for opening tickets and to follow correct incident management procedures to own, track, report, document and manage faults to resolution.
• They will lead on any escalation issues as necessary to support the tier 1 teams in an efficient manner retaining close management of open issues.
• They will provide quality support to enet’s customer base through updating and resolving issues in a professional manner within predefined SLAs.
• Manage customer enquiries, complaints and requests in a responsive and professional fashion.
• Install, commission and test equipment on customer/enet premises in accordance with enet’s predefined procedures.
• Participation in the 24/7 shift rota.
• The Tier 1 Engineer will be liaising with both internal and external interfaces to ensure enet’s network is delivering as per service level agreements.

Required Qualifications/Experience

Educated to degree level or 1 – 2 years networking experience, ideally in a telecommunications environment but similar experience in an enterprise environment will also be considered.

CCNA certification or similar industry recognized IP/Ethernet certification is preferable but not essential and equivalent experience will be considered.