NOC Team Leader – Blanchardstown

 

JOB PURPOSE: 

Supporting Viatels customers, network infrastructure and datacentre environment, from Viatels 24x7 Network Operations Centre (NOC) in Blanchardstown, Dublin.

 

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Supervise and train a team of technical support specialist that are responsible for first and second level support

  • Foster a customer-focussed mindset, ensuring incidents are handled quickly, efficiently, within SLA, and that the Customer is updated throughout the life of the fault

  • Provide an escalation point to assist with customer support requests, and form part of the formal escalation process

·            Monitoring and proactive support of all devices within Viatel’s Cloud and Network services including but not limited to:

§  Cloud Infrastructure (VMWare, HyperV, AWS, Azure)

§  Storage, Back-Up & DR Technologies (Zadara, Veeam)

§  Voice Network (Cirpack / Digitalk)

§  Fibre, Radio & Copper Network (Cisco, Juniper, Ceragon, Adtran, Huawei)

§  Datacentre Environment (Dell, HP, IBM, Cisco)

 

  • Opening quality tickets and following the correct incident management procedures to own, track, report, and document resolution of problems.

  • Effective control and ownership of network change requests, through the change processes, measured by the impact on service availability.

  • Occasionally handle hands and eyes & access requests from datacentre customers.

 

REQUIREMENTS AND EXPERIENCE

  • Experience in cloud and/or network support essential

  • 2+ years in a team lead or supervisory role

  • Experience in SIP / VoIP support a bonus

  • Ability to operate on a 24x7x365 shift rota



TECHNICAL SKILLS:

  • Knowledge of cloud technologies is essential

  • Knowledge of network technologies (MPLS / BGP) is essential

  • Knowledge of SIP and VoIP is a bonus

  • Experience in using network monitoring tools preferable

 

PERSONAL SKILLS:

  • Assist leadership in development of training documents and tutorials

  • An ability to understand and speak fluent English

  • The ability to work effectively within a team, i.e. sharing knowledge, offering help etc…

  • Excellent interpersonal skills, able to deal with people at all levels

  • Commitment to learning and development of creative support solutions.

  

WHAT’S IN IT FOR YOU? 

We offer excellent career prospects in a dynamic business environment. We offer fantastic benefit packages and the chance to work with a leading connectivity and ICT service provider. We focus on looking after our people, so they will maintain the excellent service we offer to our customers.

 

BENEFITS;

  • Attractive salary

  • Pension

  • Healthcare

  • Subsidised Gym Membership

  • Subsidized Broadband

  • Car Parking

  • Social Club (fully funded)

 

POSITION: Fulltime 

 

LOCATION: Blanchardstown