Roc Technologies specialises in providing managed services and IT solutions to a wide range of businesses across all market sectors.
Our reputation has been built on our quality processes and our employee’s ability to engage with and deliver our solutions to customers.
Roc has multiple Managed Service Centres, including the Southern Technology Centre (based in Newbury) and Northern Technology Centre (based in Scotland). The NOC delivers proactive management of our customer’s Networking, Private and Public Cloud as well as End-User services. The NOC ensures all contractual commitments and Service Levels are delivered to exacting standards. The NOC handle customer events, reduce failures and escalate effectively. To deliver real value to a customer and continually improve operational efficiency, the proactive elements of a Managed Service are also vital. This includes capacity management, proactive problem management, configuration management and technical changes to a customer’s environment.
The position of NOC Engineer will form part of a team of 8 shift-based engineers, who provide the front-line customer interface within the Southern Technology Centre.
As the front-line interface with our customers, the role is responsible for responding to our monitoring systems, triage and diagnosis, incident resolution as well as escalation to more senior resources within Roc, whilst retaining oversight of Service Level adherence.
Monitoring and managing alarms from SolarWinds and Kaseya. opening incidents in the ticketing system and notifying customers of an event within defined SLAs
Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues
Handle incoming emails from customers ensuring they are acted upon in a timely manner
Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs
Update customers by telephone or e-mail on the progress of a support call or to ask for additional information
Contact third party suppliers to log support calls, get updates on open support calls or request technical advice
Liaise with logistics to ensure spares are delivered to a customer site where required
Manage the “planned maintenance” process taking Carrier notifications of downtime and notifying the customer of any impact to service
Work closely with resource management to organise engineers for sites where required
Carry out simple remote diagnostic tests and checks when incidents are logged by customers
Escalating calls to senior engineers or management as appropriate
Liaison with internal departments, vendors and suppliers where required
Identifying and recommending improvements for the 1st Line Support operation
To take ownership of Customers requests and be proactive when dealing with Customers issues
To ensure all requests meet or exceed the contractual Service Level Agreements
Always maintain high customer-care levels
Carry out housekeeping tasks
Actively seek to improve and grow own skill and knowledge in appropriate areas
Ad-hoc duties as required
Strong PC skills
Experience in working within a support function (Service Desk / NOC etc)
Willingness and openness to learning
Excellent customer service skills
Basic Networking
Experience in working within an Enterprise or managed service support function (Service Desk / NOC etc)
ITIL Foundation Certificate
Experience working with monitoring and event management tools
Proven network and/or server troubleshooting experience
Ability to quickly assess outages and identify the likely route cause
Cisco or Aruba network experience
Working towards or able to achieve certification in Microsoft, VMware, or Citrix
Working in a secure environment
Windows Server, VMWare, Citrix, Microsoft Azure, Office 365 experience desirable
Self-starter, with the ability to work alone/unsupervised
Analytical with strong attention to detail – able to identify and articulate issues
Ability to work to tight timescales without sacrificing quality
Professional and diligent
Flexible, resilient, and tenacious – able to demonstrate ownership of issues and service excellence