NOC Analyst

What you’ll be doing

The role of the NOC Analyst plays a critical role in the overall experience our customers have with the Plan B Group. Our customers expect to be able to talk to highly capable analysts who understand our products and services and can deliver real time technical expertise resulting in first contact resolution.

Responsibilities:

Operational Execution:
• Delivers customer access network and resolution of all incidents and service requests.
• Achieves a high level of first contact resolution amongst the team to ensure a world class experience for our customers.
• Delivers incident management ensuring that all stakeholders are informed in a timely manner and matters are escalated as needed until satisfactory resolution has been reached with the customer (internally or externally).
• Responds t o and closes cases efficiently with documentation to ensure good records are kept for customers and internal teams.

Incident and Major incident management:
• Incident management including coordination of outage, raising technical bridges and running technical bridges, organising war rooms.
• Inputs to case reviews as required.
• Case management, meeting and tracking of SLA's to ensure positive customer experience throughout interaction.
• Provision of professional services to our customers.
• Provides clear communication to the customer regarding the process and any associated costs.
• Fulfilment of service requests.
• Provisioning of services.
• Provides documentation to support the order to fulfilment of professional services.
 

Inventory Management:
• Identifying inventory requirements.
• Asset tracking and documentation/recording within appropriate registers.
• Adherence to process for understanding our inventory and costs.

Continuous Improvement:
• Identifies areas/opportunities for continuous improvement across the entire function.

Event Management:
• Proactive management of all Plan B Network and Infrastructure including diagnosis and restoration activity.
• Identifying and mitigating risk.
• Achievement of performance against SLA's.
 

Data centre access:
• Provides service to enable data centre access.
• Ensure H&S Certification and compliance of technicians attending the data centres.
 

Personal Development
• Takes responsibility for own performance and development and proactively seeks 
opportunities to grow individually and with the team leader.
• Proactively provides data to support achievement against performance objectives

General Duties:

• Be punctual and work the hours and times specified.
• Prioritise workload to ensure work of the greatest importance to the business is undertaken with urgency and to a high standard.
• Support and help develop a positive workplace culture.
• Demonstrate excellent interpersonal communication skills.
• Responsibly manage all business resources within accountability levels.
• Undertake all duties and responsibilities outlined in this Job Description and all other duties as required by the business.
• Comply with all employment obligations.
• Promptly undertake to complete all reasonable and lawful instructions and directions given.
• Serve the business in good faith, promoting and protecting the business' best interests.
• During work time, and such other times as may be reasonably required, dedicate all effort to the execution and fulfilment of the duties, responsibilities, obligations and instructions related to employment.
• Demonstrate through own actions a commitment to Health and Safety at work when undertaking work or observing others in the workplace

Working Conditions:

• 12 month contract 
• Auckland based
• Onsite predominately in the office 

What will make you successful in this role?

• Recommended tertiary qualification in Network Technology or a related discipline, or equivalent industry experience
• Previous experience working within a NOC/Service Desk framework, ideally in a business-to-business environment
• Recommended knowledge of ITIL framework and best practices
• Proven competency in providing technical support across ICT and network services
• Demonstrated ability to build and maintain strong stakeholder and vendor relationships
• Effective communicator, capable of engaging clearly and confidently with both internal teams and senior executives within our customer base
• Strong influencing and interpersonal communication skills
• Demonstrated adaptability and openness to change in dynamic environments

Why is this an exciting opportunity? 

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. 

We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way. 

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.

What our people say: 
“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

Why you’ll love working here

Culture of possibility 
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A strong set of company values 
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for. 

Valuable employee benefits 

• Career growth via succession planning, internal mobility programs, and mentorship opportunities. 
• Ongoing investment in professional development through industry certifications.
• Employee benefits, recognition, and wellbeing platform.
• Mental health support through our Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program, with monetary incentives offered. 

Commitment to supporting Australia’s veterans  
Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs’ Veteran Employment Commitment (VEC) and is committed to supporting Australia’s veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.   

Careers | Atturra

https://atturra.com/au-en/careers

Recruitment Agencies/Headhunters:

We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via talentacquisition@atturra.com.  

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.