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Support Analyst - NOC/SOC

  • Northampton, Northamptonshire
  • £18,000 to £22,000
  • Permanent / Full-Time
  • Advertised 164 days ago

This company is a government-approved Cyber Security and IT Managed Service Provider, supporting prestigious clients 24x7x365 from our ISO27001-accredited UK NOC & SOC in Northampton.

They are looking to recruit ambitious NOC/SOC Support Analysts to work on their 24x7x365 NOC/SOC Support Team. This is great opportunity for a Support Analyst with 1-2 years experience looking to grow their skills within all areas of IT, including cyber security.

This position will require you to work 12 hours day/night shifts on a four on, four off basis. You will be paid a shift allowance in addition to your salary.

Main Duties/Responsibilities:

You will provide their customers with a high level of support, answering queries both via the phone & on email & resolving problems relating to a wide range of IT, telecoms, desk-top, networking & security issues. You will ensure that service tickets are updated, SLAs are met & that customers are kept fully informed of the status of their query.

Typical duties will include:
- 1st / 2nd Line support of IT, Telecoms, networking & Security Systems
- Receive queries from customers via both the phone & email
- Log & document all issues
- Identify & resolve incidents within agreed SLAs
- Take responsibility for all assigned incidents & projects.
- Respond to automated system & security monitoring alerts
- Undertake IT system changes to ensure continuity of service as required, following company change management processes
- Support & update customers on fault progress & planned actions
- Manage 3rd party suppliers to resolve customer issues

Skills & experience:

The ideal candidate will be able to work to deadlines, think on their feet, take responsibility & work under their own initiative. An excellent inter-personal manner is essential, always adopting a clear, positive, friendly but decisive approach. You must be able to work both on your own & as part of a team.

- The ability to plan & prioritise your workload – multi-tasking is essential
- Proven track record of resolving client technology related issues
- Previous experience working for a Managed Service Provider (MSP) dealing with multiple clients & technology products & solutions
- Demonstrable evidence of delivering an excellent customer experience 
- Ability to work both alone & within a team 
- Able to continually learn new skills 
- Experience in telephony, network, server, security & Excellent standard of both written & spoken English
- Experience of working with SLAs & KPIs
- Knowledge of IT security ie Firewalls, SIEM tools etc. (Desirable)
- Understanding of networking fundamentals (Desirable)
- Working knowledge of IT Monitoring systems. (Desirable)
- ITIL Foundation v3 Certification (Desirable)
- Comptia A+ or MTA (Desirable)

The successful candidate must have a strong focus on customer service & take delight in striving to achieve positive feedback.

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