Official Specifications
Role Overview & Mandate
Executive Summary
Description Summary An exceptional opportunity to begin your career in...
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Description
Summary
An exceptional opportunity to begin your career in networking.
As part of the NOC team you will be responsible for ensuring the smooth running of both our internal and our clients’ IT infrastructures by proactively monitoring for faults or other potentially service-affecting issues.
It is a NOC Analyst’s responsibility to identify, log and then triage, troubleshoot and resolve these issues in order to restore service or avoid further outage. You will need to take ownership of and manage all requests, managing the process through to successful resolution, whilst ensuring a consistently high level of customer service at all times. You will be a key part of a growing team of skilled analysts working on a 24x7 service desk who have a great deal of knowledge and experience to help you succeed and grow in a career the IT field.
Key Responsibilities
Primary Responsibilities
- PRTG/SDP for alerts and auto generated tickets, ensuring they are acted upon to SLA Backups – Resolving faults and performing restores.
- Problems/ Proactives / Projects
Responsibilities
- Proactively monitoring our internal and customer infrastructures using the company’s monitoring tools. These will include the following types of devices and systems: Routers, Switches, Firewalls, WAPs, Servers, Server applications, Storage, Virtualisation Platforms such as VMware and Hyper-V, and Backups
- First point of call for incidents raised by monitoring system.
- Daily backup checks via internal monitoring system
- Categorising and prioritising incidents based on operational impact and urgency in line with ITIL methodology.
- Responding to incidents identified by our monitoring systems, triaging reported issues and resolving them, escalating them where necessary.
- Identifying and escalation of recurring incidents to facilitate problem management.
- Remotely troubleshooting network connections in a LAN, WAN, and WLAN environments.
- Domain / SSL Certificate provisioning and administration
- Liaising with Third-Party Suppliers where necessary to resolve faults.
- Maintaining and updating internal documentation. KPIs
- Fix SLA’s of tickets
- Logging time within tickets
- Customer Satisfaction
- Backup failures before escalating
- First Contact Resolution
About You
- A good eye for detail
- Enjoys problem solving
- A desire to provide excellent, proactive, customer service
- Well organised, able to multitask
- Exceptional written and verbal communication
About Us
Wanstor is a sociable organisation and want to make sure everyone feels part of the team. Below are some of the perks we offer you:
- We offer 24 day holidays increasing by one day for each year of service up until a maximum of 28 days. Plus your bank holidays.
- We have regular lunch and learns from staff and external speakers
- We offer everyone 5 days a year to learn something new
- We provide 2 days to volunteer
- We are a friendly team and have several team events throughout the year organised by our social team
- We have a lovely office based in Borough, hosting a great coffee machine and a rooftop terrace
- Vitality health, to make sure you are at your best
About Wanstor
Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers’ needs for a quick response.
We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. Wanstor provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support.
Wanstor’s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.
Wanstor’s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.
We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.
As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person’s potential in building a successful career with Wanstor.
Core Values
We align ourselves to a core set of values & behaviours:
- Customer Advocates: Put customers at the heart of what you do, to consider their needs with every decision you make
- Proactive: Leave things better than you found them. Drive change, don’t just talk about it.
- Growth Mind-set: Learn on reflection, embrace change, and seek to continuously improve. Take opportunities to share knowledge with others
- Trust: Do what is right, not what is easy. Instil confidence through proactive communication.
- Winning Teams: Don’t settle for average, inspire others with your ambition and enthusiasm.
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