NOC Technical Delivery Engineer

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

Job Summary

The Technical Delivery Engineer is responsible for ensuring that projects and migrations are completed, providing prompt and effective resolution to ad-hoc issues that may arise during installations and migrations.

They will report to The Technical Delivery Manager working within a busy Network Operations Centre.

This role includes shift work, determined by the projects working on.

The role is currently 6 months Fixed Term

Key Accountabilities

Service Operations & Incident Management

• • Handle high-priority issues within the support function, setting resolution priorities, monitoring progress, and applying escalation procedures.
  • • Identify and investigate complex problems to diagnose underlying causes and help customers restore and continue operations.
  • • Ensure adherence to ticket management processes (opening, updating, passing, resolving, and closing tickets), and identify/address knowledge gaps through training.
  • Manage all incidents and requests raised from projects, ensuring resolution within agreed timescales and escalating where necessary.

Project Work & Continuous Improvement

• • Carry out a mix of project work and streamlining activities, while supporting BAU NOC operations when no projects are active.
  • • Act as a point of reference for project-related activities.
  • Work closely with the Networks Team on long-term service efficiency improvements.

Customer & Supplier Interaction

• • Engage with customers during the ordering and installation of new Broadband circuits, keeping them informed throughout the process.
  • Liaise with suppliers during the ordering and installation stages of Broadband circuits.
  • Provide quotes to customers for new devices when applicable.
  • Maintain a confident and professional telephone manner when delivering or receiving updates.

Customer & Technical Support

• • Provide detailed advice and guidance to customers on the effective use of systems, products, and services, including non-standard situations.
  • Support first-line engineers in troubleshooting and problem resolution, demonstrating knowledge in complex scenarios.
  • Review active tickets, applying judgment to escalate unresolved issues appropriately.

About you:

Essential

• • Ability to demonstrate a practical approach when faced with problems or challenges
  • • Confidence with the ability to communicate with staff at all levels
  • • Can take ownership of high priority incidents until resolution
  • • Have experience in training and developing staff members
  • • Good attention to detail
  • • Knowledge of VLANS, VPN Tunnels. SD-WAN etc is desirable
  • • Organised and able to prioritise tasks
  • • Must be committed and willing to learn
  • • Enthusiastic and Self-Motivated
  • Excellent timekeeping, reliable and trustworthy

Desirable

• CompTIA Network+ desirable but not essential

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

To find out more information about what its like to work for us and our benefits, visit www.evolvebg.co.uk/careers/

Evolve is an Equal Opportunity Employer