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Job description

A bit about Upp

We’re Upp, and we’re building a world class, full-fibre broadband network to serve residential customers and businesses across the East of England and beyond.

We’re a start-up, but our leadership team is brimming with experience from some of the UK’s leading telecommunications companies. Although we’ve only been up and running a short amount of time, our growth trajectory is ambitious, bold and exciting.

Exciting times lie ahead for employees and customers alike as we ramp up our rollout across more towns in Lincolnshire and Norfolk and we start delivering next level broadband to the communities that need it most.

We know we need an amazing team to help us achieve our ambitious goals so we are committed to being a great place to work. By joining us at this early stage the opportunities for progression, growth and career development are great. The potential here at Upp is huge.

We believe that Positivity is a magic ingredient. We assume positive intent, we enjoy our work and we have fun together. And we also believe in Winning together - we thrive on teamwork and win or lose, we keep learning.

Does this sound like the kind of place you want to work? If so keep reading….

What will you be doing?

The purpose of the role is to monitor, pre-empt and remediate any live service affecting faults and to support service provisioning, technical fault resolution along with Incident and problem management, striving to identify solutions to recurring faults.

You will be at the heart of maintaining and overseeing our Network. This is a great opportunity to be part of an organisation who thrives on delivering a world class service to our customers through simple intelligent processes and technologies.

Key success criteria is work with our Installation and Customer experience team to and support all things related to customers experience in relation to managing all the network devices including customer router configuration, connectivity and overall Network availability.

So what does the role look like day-to-day?

Key responsibilities include…

• Initially to work as a team to develop the necessary processes, policies, and standard operating procedures to enable effective and efficient service activation, network configuration, technical fault troubleshooting and resolution.
• Responsible for monitoring each of the key Customer technical touch points and proactively identifying solutions and implementing fixes to restore customers service.
• Responsible for supporting Major Incidents across the network and striving to identify the underlying Problem to drive timely root cause analysis.
• Responsible for supporting a wide range of activities, from customer router activation, configuration, routing, IP management, technical fault triage and resolution from core network through to customers device.
• Developing and maintaining network documentations, working alongside the build and network design team.
• Develop processes to support the field installation and customer service team, enabling timely resolution and effective communication.
• Responsible for prioritising and resolving incidents escalated from Customer Services, Installations team and other stakeholders within the business or alerts triggered from monitoring system.

What we are looking for?

• Ability to work with new technologies and demonstrates advanced networking skills.
• Excellent knowledge of networking, including physical, switching, routing, transport layers and firewalls.
• Ability to investigate and resolve tickets within defined SLAs and KPIs
• Strong in-depth understanding of RADIUS protocols.
• Ability to deliver 1st contact resolution and timely triage of faults, ensuring customers services team are informed through to resolution.
• Ability to liaise with stakeholders at all levels and coordinate resolution of actions across all teams.
• Ability to analyse faults and drive root cause analysis of common faults to eradicate and mitigate reoccurring incidents.
• Ability to influence monitoring capabilities of all relevant network elements with the aim of being proactive and to drive timely in fault identification and resolution.
• Exceptional verbal and written communication skills.
• Strong knowledge of Home networking i.e. home network setup, IP protocols, servers, router, Wi-Fi configuration and resolution techniques.
• Ability to translate technical language to non-technical stakeholders and customers; including providing technical support via phone, email or live chat.
• Ability to demonstrate strong team work and have previous experience of operating within a 24x7 Network operations. Qualifications & Accreditations
• Experience working in Network Operations for an ISP
• CCNA, CCNP, CCIE or equivalent
• ITIL v3

What’s on offer?

• Up to 10% annual bonus
• 25 days annual leave, plus bank holidays
• Employee–Equity Plan
• Death in service 4x salary
• Health cash plan – including access to GP, dental, physio and wellbeing services
• Gym & retail discounts

Job Types: Full-time, Permanent

Salary: £35,000.00-£40,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Store discount
• Wellness programme

Schedule:

• 8 hour shift

Supplemental pay types:

• Yearly bonus

Application question(s):

• How many years of experience do you have working in an ISP?

Licence/Certification:

• Driving Licence (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Peterborough