Line 1 NOC Engineer (Graduate Role)

Location: Manchester, M15 5RL

Working Style: Hybrid (4 days per week in the office during 09:00 – 17:30 shifts, remote during OOH shifts)

Salary: £25,000 basic with £22.50 per hour additional overtime.

Shifts: Monday – Friday on a 6-week schedule

06:00 - 14:30 (once every 6 weeks)

09:00 - 17:30 (once every 2 weeks)

14:00 - 22:30 (once every 6 weeks)

22:00 - 06:30 (once every 6 weeks)

Note: may vary depending on team resource and holiday periods.

On call Saturday and Sunday, 1 in every 6 weeks @ £20 per day. Any hours worked will be credited as additional overtime hours.

Please note you must have the right to work in the UK without the need for sponsorship.

About M247

We’re so proud of the people and team at M247; our success and growth are a real joint effort. The key to our amazing team is simple – we focus on recruiting the best person for the job. We then create opportunities and equip you with the skills you need to build a successful career.

Our vision is for M247 to be the digital growth and innovation partner of choice. Underpinned by our heritage in connectivity and unified communications (UC) and advanced by our passion for cloud and application-based innovation, we enable our customers to grow and compete in the digital era.

Every single person at M247 has a part to play in our future success, so we look forward to your application and hopefully welcoming you into our team!

The role

1st Line NOC Engineers perform an integral role within our Network Operations Centre. The role involves monitoring M247’s core network functions, key applications, and end customer devices. 1st Line NOC engineers are responsible for their own case queue, outbound customer calls following alerts and major incident coordination / resolution.

You will provide specialist support to M247 customers across a portfolio of high-end managed connectivity, which includes:

• ADSL / FTTC
• SoGEA / FTTP
• Ethernet Services
• Fortinet Security Solutions
• Radio access solutions
• Enterprise Wireless Solutions
• Cisco Viptela SD WAN
• MPLS VPN

Responsibilities of the L1 NOC Engineer role include:

• Participate in the rota schedule specified above
• Working as part of a team to deliver internal and customer SLAs.
• Working as part of a team to ensure 24/7 monitoring coverage for all customer network solutions as well as M247 core network platforms.
• Pro-actively undertake fault trend analysis in relation to our in-life services to ensure they remain fit for purpose and adequately meet the client’s needs.
• Monitoring of internal infrastructure and platforms, including power, temperature, utilisation.
• In the event of a major incident, to liaise with all relevant departments, ensure affected customers and key stakeholders are kept updated, and undertake emergency fault diagnostics to resolution.
• Proactively monitor the connectivity solutions to ensure events are captured and resolved prior to them becoming an incident.
• Assisting customers with difficult fault related problems and suggest immediate action to limit damage and to provide restoration of services.

Key Personal Skills:

• Be customer centric and have previous customer service experience.
• Exceptional telephone manor.
• Great punctuality and communication skills.
• Great attitude and work ethic.
• Be passionate about customer satisfaction though excellent service.
• Excellent planning, problem solving with clear decision making.
• Exceptional interpersonal and analytical skills.
• Collaborative and cross functional approach to internal team working.
• High standard of written and verbal communication skills.
• Able to perform tasks quickly and accurately under pressure.

Desirable Technical Skills:

• Cisco IOS (XE / XR / NX-OS)
• Cisco Hardware (ISR / NCS / Nexus / Catalyst / ASR)
• Routing (BGP, OSPF, IS-IS)
• MPLS (L2 / L3 VPN)
• Switching (VLAN, VTP, STP)
• Other IP Protocols (ARP, DHCP, HSRP, VRRP, ICMP, NAT, QOS, NTP)

Nice to have:

• Experience of working with an ISP/managed service provider.
• Cisco CCNA or similar qualification.
• Knowledge of the UK Network infrastructure (Data centres, telephone exchanges, Street cabinets etc.)
• Knowledge of Wireless architecture / troubleshooting.
• Knowledge of next gen firewalling.
• Knowledge of P2P & P2MP radio solutions.
• Knowledge of ITIL methodology.
• Knowledge of monitoring tooling (alerting & logging).

Your package and perks

In recognition of your hard work, you’ll be entitled to 25 days holiday + bank holidays with purchasing scheme available, Healthcare Cash Plan and PERKS, Company Life Assurance, 3% company Pension contribution, Enhanced Paternal Leave, Employee Assistance Programme, a challenging and learning focused work environment, plus more.

All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status, or any other factor will be treated equally and fairly in the application process.

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