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Network Operation Engineer

SOM-3 RECRUITMENT LIMITED
Job LocationPeterborough
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

  • Role - Network Operations Engineer
  • Location - Peterborough
  • Type - Permanent
  • Salary - up to £35k base salary plus bonus and benefits
    • Purpose of the jobThe 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.Key Accountability & Responsibilities
  • 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.
    • Knowledge & Skills
  • 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 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.
  • Ability to liaise and deal with stakeholders at all levels both internal and external.
  • 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.
  • Ability to demonstrate strong team work and have previous experience of operating within a 24x7 Network operations.
  • Ability to speak to customers and provide technical support over the phone, email or live chat.
  • Ability to support our contact centre team with answering calls responding to live chat during busy times.
    • Qualifications & Accreditations
  • Experience working in Network Operations for an ISP
  • CCNA, CCNP, CCIE or equivalent
  • ITIL v3

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