Primary Job Role

As a GOC Enterprise Support Engineer, you will play a critical role in maintaining the operational stability and efficiency of THG’s core systems. You will be responsible for managing major incidents, monitoring infrastructure, diagnosing issues, and collaborating with cross-functional teams to ensure seamless operations and rapid incident resolution.

Duties & Responsibilities

• Deliver exceptional technical support via chat, tickets, and calls, ensuring prompt resolution and a world-class customer experience.
• Monitor THG websites and infrastructure using dashboards, wall boards, and Teams channels to ensure optimal performance and availability.
• Respond to critical alerts and collaborate with technical teams to triage and restore service.
• Manage, coordinate, and communicate Major Incidents (MIs), including stakeholder updates and post-incident reviews.
• Support change coordination activities, including impact assessments, scheduling, and communication.
• Log and respond to internal and external customer queries across multiple channels.
• Contribute to the development and refinement of operational processes and documentation.
• Participate in continual service improvement (CSI) initiatives to enhance service quality and operational efficiency.
• Collaborate within a 24/7 shift rotation to ensure consistent coverage and support.
• Meet SLAs and individual KPIs for incident resolution and service delivery.
• Identify and implement opportunities for process and service improvement.
• Actively contribute to team meetings and communications, fostering a collaborative and proactive culture.
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Additional 

• Demonstrate and advocate THG’s company values and behaviours.
• Support cross-functional teams in achieving company objectives.
• Adhere to company policies and undertake additional tasks as directed by the Team Lead.

Success Factors

• Maintain high-quality standards in technical support and incident handling.
• Apply technical expertise to achieve first-time resolution and customer satisfaction.
• Lead by example, demonstrating professionalism and integrity.
• Collaborate effectively with peers and stakeholders.
• Manage workload and time efficiently to meet performance targets.

Person Specification

What skills and experience would I need?

• Minimum 2 years technical support experience, ideally in a NOC or enterprise support environment.
• Excellent customer service and communication skills.
• Proven ability to manage and communicate major incidents.
• Strong understanding of change coordination and impact assessment.
• Proficiency in monitoring tools and incident alerting platforms.
• Strong problem-solving and analytical abilities.
• Solid knowledge of server hardware, cloud technologies, and infrastructure services.
• Detail-oriented with strong organisational and time management skills.
• Competency in using AI tools and developing automation agents for workflow efficiency.
• Familiarity with ITIL or other service management frameworks.

What other experience would be beneficial?

• Experience with hosting services (website, email, domain management).
• Understanding of web technologies, including HTML, CSS, and JavaScript.
• Knowledge of SSL certificate management.
• Exposure to CRM platforms.
• Proficiency with Microsoft operating systems and Office applications.
• Familiarity with mobile device operating systems (Apple iOS, Android).