Support Analyst - NOC/SOC - Northampton

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This company is a government-approved Cyber Security and IT Managed Service Provider, supporting prestigious clients 24x7x365 from our ISO27001-accredited UK NOC & SOC in Northampton.

They are looking to recruit ambitious NOC/SOC Support Analysts to work on their 24x7x365 NOC/SOC Support Team. This is great opportunity for a Support Analyst with 1-2 years experience looking to grow their skills within all areas of IT, including cyber security.

This position will require you to work 12 hours day/night shifts on a four on, four off basis. You will be paid a shift allowance in addition to your salary.

Main Duties/Responsibilities:

You will provide their customers with a high level of support, answering queries both via the phone & on email & resolving problems relating to a wide range of IT, telecoms, desk-top, networking & security issues. You will ensure that service tickets are updated, SLAs are met & that customers are kept fully informed of the status of their query.

Typical duties will include:

- 1st / 2nd Line support of IT, Telecoms, networking & Security Systems

- Receive queries from customers via both the phone & email

- Log & document all issues

- Identify & resolve incidents within agreed SLAs

- Take responsibility for all assigned incidents & projects.

- Respond to automated system & security monitoring alerts

- Undertake IT system changes to ensure continuity of service as required, following company change management processes

- Support & update customers on fault progress & planned actions

- Manage 3rd party suppliers to resolve customer issues

Skills & experience:

The ideal candidate will be able to work to deadlines, think on their feet, take responsibility & work under their own initiative. An excellent inter-personal manner is essential, always adopting a clear, positive, friendly but decisive approach. You must be able to work both on your own & as part of a team.

- The ability to plan & prioritise your workload - multi-tasking is essential

- Proven track record of resolving client technology related issues

- Previous experience working for a Managed Service Provider (MSP) dealing with multiple clients & technology products & solutions

- Demonstrable evidence of delivering an excellent customer experience

- Ability to work both alone & within a team

- Able to continually learn new skills

- Experience in telephony, network, server, security & Excellent standard of both written & spoken English

- Experience of working with SLAs & KPIs

- Knowledge of IT security ie Firewalls, SIEM tools etc. (Desirable)

- Understanding of networking fundamentals (Desirable)

- Working knowledge of IT Monitoring systems. (Desirable)

- ITIL Foundation v3 Certification (Desirable)