Job description
Who we are?
We’re a multi award-winning company that’s growing fast and constantly evolving. We need innovative and passionate people who’ll make a real difference to the business and our customers – and that’s where you come in. Your talent and skills will play a key role in Truespeed, and will help shape our future by bringing the South West the best broadband and customer service around.
Reporting to: Network Operations Manager
You’ll be responsible for:
- Supporting the smooth and efficient day to day operation of the entire Truespeed network.
- Delivering a professional interface into the Truespeed Operational technical function.
- Providing end-to-end incident management and be th
- e key contact throughout the incident lifecycle.
- Interfacing with 3rd parties as required for support or incident related issues.
- Creating and submitting knowledge articles to increase 1st-time fix rates.
- Developing, maintaining and updating NOC processes and procedures.
- Ensuring faults are escalated and resolved within the customer contracted Service Level.
- Proactively monitor our systems and networks via our internal monitoring system, investigating, troubleshooting, resolving and escalating issues.
- Providing incident management and technical resolution of 1st line network-related faults and prompt escalation to 2nd line when required.
- Maintaining and updating the ticket management system throughout the incident lifecycle.
- Raising, tracking and managing all defect tickets, ensuring we implement actions to mitigate against recurring issues.
- Engaging and proactively feedback on system and process improvement.
- Managing low-level change requests.
- Working with mixed vendor network kit as well as IT systems.
- Diagnosing the root causes of network issues using analytical and problem-solving skills.
- Be prepared to go On-call duty and shift as part of a rota, to support the smooth running of our 24/7 network. Responding to incidents and supporting the field & systems engineering team in network maintenance and repair.
- Ensuring the timely documentation of all fixes and changes to the Network.
- Any other duties that may be required to ensure the successful operation of the Truespeed network.
Essential Skills & Experience:
- Experience working in an Internet Service Provider or Data Centre following best practices.
- Strong understanding of network & IT infrastructure
- Basic knowledge in all matters relating to optical ethernet, IP transmission and routing (including ISIS and BGP).
- Understanding of optical fibre network FTTH technology.
- Experience working within Unix-like environments (i.e. Linux, FreeBSD).
- The aptitude to work to a high standard autonomously or within a team.
- Team player, building positive relationships internally, with suppliers and customers.
- Pro-active, can-do attitude, always going the extra mile.
- Ability to communicate clearly and present complex technical information to both technical and non-technical audiences.
- At least a year’s experience of working in a busy, customer-focused Telecoms, Data Centre or IT NOC environment.
- The flexibility to work rota’d hours as needed.
- Telecommunications / Network knowledge would certainly be helpful.
Benefits and Rewards:
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
- Life insurance
- Health care options
-
Competitive pension scheme
- 25 days holiday plus bank holidays
- Great opportunities for career development
- Onsite parking
Bath
Technical
NOC Support Engineer
£25,000 to £35,000 DOE
Bath
United Kingdom