Our client is seeking a SOC Support Technician to join their team in Jersey on a permanent, full-time basis, working 37.5 hours per week as part of a 24/7/365 shift rota. The role provides frontline support for business customers, managing faults and requests through industry-standard best practices and tools. The successful candidate will handle incidents, process change requests, and collaborate with wider engineering teams to ensure a high level of service is maintained at all times. The shift pattern consists of six days on followed by three days off, with shifts covering mornings, lates, and nights.
Job Duties:
- Answer and make calls to enterprise customers, logging and managing support tickets
- Triage and prioritise faults based on customer impact
- Raise and monitor fault tickets with internal teams and external suppliers
- Deliver resolution for enterprise customer issues and assistance requests
- Update and track incidents via the ServiceNow platform
- Provide regular updates to customers to ensure satisfaction
- Use monitoring tools to observe network and service status
- Contribute to internal projects and ongoing service improvement
- Assist with routine network maintenance tasks
- Manage customer and internal notifications effectively
- Provide basic support for Mimecast services
- Support datacentre and facilities-related tasks as required
- Comply with relevant licence, regulatory, data protection and health and safety requirements
- Undertake mandatory security awareness training and follow incident reporting procedures
Job Requirements:
- GCSE level education or above
- Excellent customer service and communication skills
- General understanding of IT and technology
- Motivated, adaptable, and eager to learn
- Strong problem-solving skills and ability to remain calm under pressure
- Comfortable working independently and within a team
- Able to commit to a rotating shift pattern including lone night shifts
- Awareness of SOC responsibilities and terminology
- Experience in a customer service environment
- Operational knowledge of IT networks, infrastructure, and datacentres
- ITIL v3 or later certification
- Additional IT qualifications such as Cisco, Microsoft or CompTIA
What You’ll Love:
Our client offers a dynamic and supportive work environment where continuous learning and development are encouraged. The business is committed to delivering reliable and customer-focused services, and values teamwork, innovation, and community impact. Employees are rewarded with a generous shift allowance and opportunities to work with leading technologies in a collaborative setting.
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