In this role, your exceptional troubleshooting skills, strategic planning, and customer-centric approach will be instrumental in minimising resolution times, delivering projects on schedule, and forging strong relationships with senior stakeholders.
As a member of our NOC team, you'll play a crucial role in ensuring the seamless operation of both our internal and external client's IT infrastructures. You'll proactively monitor for potential issues and quickly address faults before they impact service. As a NOC Consultant, you'll step in to tackle and resolve complex issues escalated from the 1st line team, restoring services and preventing outages with your expertise and proactive mindset.
What You'll Do
- Monitor Alerts and Tickets: Utilize PRTG and ServiceNow to monitor system alerts and auto-generated tickets. Ensure all alerts are addressed promptly and within established Service Level Agreements (SLAs).
- Backup Management: Oversee the regular backup of critical systems and data. Ensure the integrity and availability of backup processes, troubleshoot any backup failures, and perform data restoration as needed.
- Proactive Assessments and Project Participation: Engage in problem management, proactive assessments, and various project-based assignments to improve and maintain system performance.
- Infrastructure Monitoring: Conduct proactive monitoring of both internal and customer infrastructures, including routers, switches, firewalls, and other key systems, using company-provided monitoring tools.
- Incident Categorisation and Prioritisation: Categorise and prioritise incidents based on their operational impact and urgency, following ITIL methodology.
- Incident Response and Resolution: Respond to incidents identified by monitoring systems, perform triage, resolve issues, and escalate when necessary.
- Problem Management Support: Identify and report on recurring incidents to aid in problem management efforts.
- Escalation Support: Serve as an escalation point for Network Operations Centre (NOC) Analysts on issues related to backups and infrastructure incidents.
- Vendor Coordination: Collaborate with third-party suppliers to resolve technical faults when necessary.
About You
To be successful in this role we are looking for someone who has:
- Strong experience of providing backup & Infrastructure support
- Excellent Knowledge in Hyper-V & VMware
- Experience working with Microsoft operating systems
- A keen eye for detail, and a methodical and logical approach to troubleshooting
- Exceptional customer service skills, with the ability to build rapport, actively listen, and solve problems effectively
- Excellent communication skills, ensuring clear and consistent updates are provided to all stakeholders.
- Previous experience working within a Managed Service Provider (MSP) environment, understanding the unique demands and dynamics of this setting.
- Experience with using Veeam Backup and Replication
What You'll Love
- Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
- Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
- Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
- Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
- Team Spirit: Join a friendly team and engage in various social events organized throughout the year.
- Health and Wellbeing: Benefit from Vitality health programs to keep you 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.
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.