NOC Support Engineer

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