SOC Support Technician

Job Description

• Handling calls from and making calls to our enterprise customers.
• Triage, troubleshoot and prioritizing faults based on understanding customer impact.
• Raise and track fault tickets with internal teams and external partners.
• Deliver customer resolution of Enterprise customer faults and assistance requests.
• Create, update and track all SOC trouble tickets using our ServiceNow platform.
• Provide customers with regular updates maintaining good customer satisfaction.
• Using monitoring and management tools to monitor network and services status.
• Contribute to relevant projects as required.
• Contribute to the clients continual service improvement process.
• Assist with routine network maintenance operations.
• Manage customer and internal notifications.
• Provide basic support to the clients Mimecast customers.
• Assist when needed with Datacentre or facilities tasks.

In addition, the person will be required to

Understand and comply with the licence and other regulatory rules applying to the position.

Understand and comply with the Data Protection Law as it relates to the position

Understand and comply with the Health and Safety responsibilities relevant to the role as defined in the clients Safety Policy

Work in accordance with the safety procedures and safe working policies of Sure

Undertake appropriate security awareness training covering information security, data protection, financial crime and payment card data and comply with their information security responsibilities. This awareness training includes understanding of the incident reporting process to be followed in the event of the employee suspecting, causing, or discovering an information security incident.

Due to the nature of this position, we will complete pre-employment screening checks on all applicants who are offered and accept an offer of employment. All offers of employment are conditional on receipt of a report which is acceptable to the client Such checks will include proof of right to work, proof of identity, proof of residence (over the last 3 years), financial report, proof of your activity (employment, career gaps), your highest educational qualification, a credit reference, and a police check. All disclosures of a criminal background are treated with the strictest confidence and checks will only be made in connection with suitability for a post and for no other purpose. Convictions likely to be considered relevant to this post include dishonesty and those indicating a breach of trust, due to the security requirements of the role. Please note that disclosure of a criminal record will not necessarily debar you from employment in this post this will depend on the nature of the offence/s and the circumstances surrounding it/them.

SKILL REQUIREMENTS

• GCSE level or above.
• Excellent customer service skills
• General IT/technology understanding
• Highly motivated and willing to develop/learn
• Good problem solving skills
• Strong communication skills, both verbal and written
• Calm and controlled under pressure and ability to handle stressful situations
• Ability to work alone and as part of a team
• Ability to commit to the required shift rota pattern
• Understanding of terms and responsibilities involved within the SOC role
• A full valid driving license

Desirable

• Experience in Customer Service roles is desirable.
• Operational experience on IT networks, infrastructure, datacentres, and associated services is also desirable but full training will be provided.
• ITIL v3 or above is desirable but not essential.
• Any other IT qualifications a distinct advantage, especially Cisco/Microsoft/CompTIA