Full Description

Our client is looking to recruit an SOC Senior Support Technician who will be part of a dedicated team working on a 24x365 shift rota.

The successful applicant will be required to coordinate the workload with the on-shift technicians, perform and receive escalations whilst on shift, demonstrate excellence and lead by example mentoring other SOC team members. These attributes should shorten the duration of network faults and provide a professional support service to customers.  

Some of the main duties and responsibilities include (but are not limited to)

• Lead and co-ordinate the on-shift SOC support technicians.
• Demonstrate and suggest improvements to customer experience.
• Mentor team members on the use of tools and systems as well as processes and procedures.
• Coach SOC team member work behaviours and habits.
• Act as an escalation point and manage escalations as required. 
• Take the initiative and lead the team during major incidents. 
• Handling calls from and making calls to our enterprise customers.
• Written updates in our ticketing system.
• Prioritise faults based on understanding customer impact.
• Troubleshoot and triage faults.

The successful candidate will have a motivated and proactive approach to work, have general IT skills, and have great communication skills both verbal and written. It is essential that you hold a Network+, Cisco CCENT or equivalent IT qualification and have a minimum of 2 years experience in Customer Service.

For more information about this role, please get in touch!

 

For more information please visit https://careers.asl-jersey.co.uk/careers/job/34246.

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