Icomera

About Icomera

Icomera, a fast-growing technology company, is looking for a 2nd Line NOC Analyst to join our growing team and contribute to our ambition to deliver top class connectivity products and solutions to our customers in the transportation market. This is a technical role with the responsibility to keep the customers’ solution functioning and being proactive when it comes to finding trends and faults with the customers ́ products/solutions. There is a heavy focus on learning the ins and outs of our customers ́fleet, network and technical solutions as part of the role. This role is primarily a 2nd line position, working on a number of different accounts, across different technologies. The candidate must demonstrate understanding of incident, change, problem and request management practices. The individual will work with multiple teams to resolve incidents in the production systems. The individual must possess interpersonal and relationship skills necessary to work with a diverse team of users, engineers and NOC members with diverse backgrounds. Ability to multi-task and manage multiple priorities while working independently will also be required. Key Duties Be responsible for answering escalated support tickets and requests as they come into our ticketing system during contracted hours of work, including some weekends and shifts outside of core office hours Undertaking some troubleshooting against known issues before handing the issue over to a technical expert Managing escalations to our Solutions Centre (3rd line) for unresolvable issues Responsibility for proactive monitoring and fault finding on network equipment on all customers’ fleets Interaction with customers to facilitate field engineer tasks Be responsible for answering incoming Support Desk phone calls when overflowing from the 1st line team when logged into the phone system Responsible for suggesting improvements to the checks and routines as stated in the Icomera support wiki Assisting with software testing and deployment of new firmware releases Advising on the technical integration of 3rd party products Assisting in the building and testing of hardware being released to customers Escalate issues to the “Technical Account Manager or to the line manager to get the issue solved quickly Able to cover 1st line shifts and duties when absolutely necessary to cover sickness and other unforeseen circumstances Assist in developing and providing technical staff the troubleshooting and technology training to improve self-sufficiency and ability to resolve network issues expeditiously A high level of written and verbal communication skills in order to convey status and resolutions to a wide range of audiences You will have the following knowledge, skills & experience: Knowledge, Skills and Abilities: Essential At least two years working in a NOC environment Working knowledge of Network architecture (TCP/IP, WiFi). In-depth knowledge of Linux fundamentals, file systems and networking Knowledge of network and networking fundamentals – LAN, WLAN, TCP/IP and other industry standards Experience of working in a networking and support environment in a customer facing role Intermediate to Advanced data analysis skills utilising MS Excel / Google Sheets At least one year’s experience working in a Support Desk/1st line role Good technical aptitude to help with describing faults to technical experts Strong team player with good work ethics, excellent interpersonal and communication skills Highly organised self-starter with the ability to prioritise workload to deliver high quality results to demanding timelines Excellent troubleshooting skills, able to demonstrate an analytical approach Availability to work unsocial hours when required Desirable CCNA or Network + certification Python / Bash Scripting Experience with SQL Understanding of Virtual environments Knowledge of the mobile network landscape and technologies used in the UK and Europe Experience of working within an ITIL environment What we offer you: An excellent team-focused environment An opportunity to be a part of a truly innovative and fast-growing company A chance to make your mark on the future technology for public transport A competitive salary An extremely flexible, fun and varied schedule Company benefits such as pensions, gym contributions, Specsavers vouchers and much more At Icomera, you will get a chance to work on products that are visible by many users worldwide, including passengers for some of the largest train and bus companies in Europe and North America The position is based in the Chatham office and is a full-time employment. If you have any questions, feel free to contact Mat Strange on [email removed] Send your application to: [email removed] Apply today and join our team! Please send your CV and covering letter to [email removed].

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Company Info

Legal Form: AB

Company Type: Private

Company Size: 11 - 50

Revenue: 25 - 100 billion (USD)

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