Network Operations Engineer - Kenn, United Kingdom - Quarsh

Quarsh

Verified Company

Kenn, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

NOC Engineer - Salary up to £31,500kpa - Remote (This is a remote role, but you need to be able to commute to our Kenn office as and when required for Team meetings)

As a NOC Engineer you will resolve incidents on our network within agreed customer SLAs, act as escalation pathway for 1st line support staff, and support engineers in the field amending services.

Glide Group is growing rapidly; expanding its footprint across the UK and into Europe, building original ways for our customers to connect.

We are specialists in delivering market-leading, super-fast broadband and utilities, and provide reliable solutionsfor students, residential developers, and businesses.

Key areas of responsibility will include:

To act as the technical authority and escalation point for our network infrastructure, consisting of wired and wireless networks, and an overall national network.
Providing 24x7 2nd line support for all incidents that are escalated to the team from both internal and external customers, ensuring all escalations are resolved within contractual and internal SLAs.
Provide analysis and review of current processes and suggest improvement to ensure we are always meeting contractual commitments and exceeding customer needs and expectations. To support Field engineer resources during fault investigations.
To manage the live network environment to provide as close to 100% uptime of all devices on the network, in accordance with agreed upon client SLAs.
Liaise with our C1 customers and relevant 3rd parties to ensure that all service requests and incidents are dealt with efficiently.
Act as a point of escalation for the service desk, troubleshooting 2nd line incident investigations to resolution.
Ensure that all incident management processes are followed to ensure timely resolution of Major Incidents and 2nd line tickets escalated from the 1st line team.
Documenting and tracking all technical issues thoroughly through ServiceNow incident and problem management ticketing system.
Documentation of known issues, knowledge base articles and supporting the training and development of the 1st Line Support Team.

Personal Skills:

CULTURAL FIT:
Must be able to work co-operatively as a team member in a high-pressure environment

BEHAVIOURAL COMPETENCIES:

Adaptable, good organizational and prioritization skills.
Logical approach to problem solving.
Be able to identify when a problem may require escalation.
Excellent time management and priority determination skills.
Polite and constructive whist dealing with all customers.
Maintain High standards of work and professionalism.
Whenever possible increase and improve technical knowledge, where relevant to the job.
Ability to work unsupervised and diligently.
Personal determination to increase knowledge and competences.
High standard for written and oral communication
A strong team player who cares about their colleagues and creating a friendly and supportive working environment.

Qualifications/Technical Skills

Understanding and hands on experience of networking principles and setups with a good grasp of ISP networking fundamentals
CISCO CCNA or equivalent desirable
ITIL Foundation desirable