Technical NOC Operator

To deliver and maintain a high standard of technical support ensuring the highest quality of content presentation is maintained. This includes receiving, categorising prioritising, recording and actively resolving end user incidents and requests as well as escalating incidents and managing business service communication when considered appropriate and necessary., Responsible

• Field inbound contact to the Technical NOC Support via telephone, e-mail and other electronic mediums to ensure courteous, timely and effective resolution of end user issues.



• Accurately document all pertinent end user information, including name, department, contact information and nature of contact.



• Prioritise and categorise all contact.



• Record and track all actions and communications, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.



• Escalate when required for Engineering, 3rd party companies &/or managerial involvement to ensure issues are addressed to a satisfactory quality and in a timely manner.



• Identify and learn appropriate applications/software and hardware used and supported by the organisation.



• Apply approved diagnostic utilities to aid in troubleshooting.



• Perform troubleshooting and issue resolution activity, including but not limited to installing and upgrading hardware and software, implementing backups, configuring servers and projectors and updating databases.



• Access approved software updates, knowledge bases and FAQ resources to aid in problem resolution.



• Ensuring all actions taken comply with legal requirements, licensing agreements, financial approvals, security policies and other acceptable use policies within the corporation.



• Test fixes to ensure issues have been adequately resolved.



• Perform post-resolution follow ups to requests in line with agreed workflow procedures.



• Alert management to emerging trends in incidents.



• Proactively manage system events that could lead to faults before they become interruptions.



• Perform preventative maintenance, including checking and file housekeeping of servers, TMS systems, applying service packs, patches, hot fixes and so on.



• Participate in the development of training documentation for the cinemas and knowledge base for the Engineers and NOC operators.



• Assist in software releases and roll-outs and communication to the Cinemas.



• Support departmental projects as required.



• Any other ad hoc duties as required.
  
  Good knowledge of digital projection equipment to include: NEC and Barco DCI compliant digital cinema projectors



• Experience of working with Screenwriter.



• Experience of working with Dolby/Doremi servers.



• Experience of working RealD.



• Experience of working with Cinema Sound Systems.



• A good level understanding of LAN/WAN connectivity.



• Strong PC skills (Word, Excel & PowerPoint)


Desirable


• Proven experience of providing liaison & information to internal & external stakeholders



• Experience of tracking projects, maintaining data records and monitoring stakeholder SLAs from a support perspective



• Use of remote access tools such as VNC, Putty and Remote Desktop



• An understanding of cinema industry, commercial understanding and DCI Compliance guidelines



• Linux Experience


Behaviours


• Strong organisational skills, attention to detail & accuracy



• Maintain equipment and 'on screen' presentation to a high standard.



• Willingness to work Weekends, day/night shifts as scheduled and to assist the cinemas throughout the operational hours



• Ability to present ideas clearly and in non-technical terms.



• Ability to work unsupervised, alone or as part of a team



• Excellent interpersonal & communication skills at all levels



• Must have a positive, reactive approach to troubleshooting /problem solving & an ability to remain diplomatic under pressure



• Ability to notice and absorb detail and retain information quickly.



• Ability to effectively prioritise and execute tasks in a pressurised environment.



• Able to act on own initiative and is self-motivated



• Continually looking for and delivering ways to improve the customer experience and ways of working.



• Demonstrates ability to meet high impact deadlines on an on-going basis.



• Uses initiative when confronted with unknown issues and manages them effectively.



• Provides constructive feedback and offers perspective appropriately.