Who We Are
Join Network Rail - Where People and Connections Matter
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.
Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work‑life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support.
If you're ready to make a real difference, we'd love to hear from you!
Benefits
* Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
* Defined benefit pension scheme.
* 75% subsidy on rail and underground season tickets.
* Up to 75% off leisure travel for you and your family (subject to terms and conditions)
* Interest‑free travel loan for train and car park season tickets.
* Discounts at stations with your Network Rail pass.
* Flexible/hybrid working arrangements.
* Volunteer leave to make a positive impact.
* Healthcare Scheme, GymPass discounts, Cycle to work plus more.
* We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments.
Plus more....
Vacancy Details
Vacancy Type: Permanent
Working Hours: This role is shift based. You will work 18, 12‑hour shifts over a 6‑week cycle which is currently favoured by existing team members.
Location: Stoke‑on‑Trent.
Band & Salary: Band 6 £26,000 + 15% shift allowance.
About the Role
This role involves monitoring network systems to detect faults and alarms, carrying out initial investigations, and escalating more complex issues where necessary. It includes managing and updating fault records, ensuring incidents are resolved within agreed timeframes, and coordinating with various teams to drive resolutions. The position also requires producing reports, supporting ongoing projects with technical tasks, and ensuring smooth shift handovers. Additionally, it serves as the first point of contact for customer queries, providing timely updates and maintaining a strong focus on customer service and operational priorities.
Key Responsibilities
* Perform Tier 1 network surveillance to identify alarms/issues on the remote management terminals (i.e. Netcool, SCADA, FTN Transmission, GSM‑R Radio and GSM‑R Core Switching Element Managers) with a view to investigating or escalating to Tier 2 for in‑depth technical analysis.
* Receive and record customer fault details in the fault management database, tasking these to the appropriate function and also recording the action taken and any resolutions achieved.
* Drive Trouble/Problem tickets through to resolution in accordance with agreed targets and related priorities driving commitment with all resolver groups and customers, utilising proactive internal and external resolution escalation as required.
* Construct/write fault reports to facilitate a strong focus on Trouble Ticket resolution.
* Compile handover reports to enable the smooth transition of operational issues/concerns/notes from one shift team to the next.
* Perform tasks in support of ongoing programmes, including providing technical information, test calls and related tasks.
* First point of contact for all telephone and email queries, making sure that these queries are directed to the relevant team/person.
* Provide prompt and timely response and updates to customer queries and fault reports, demonstrating strong awareness of their business needs/requirements and priorities.
Essential Requirements
* Basic understanding of fibre/copper transmission and digital radio telecommunications systems.
* Fully conversant with operating computer‑based applications.
* Minimum of GCSE/'O' levels including English, Mathematics and Science.
* Experience of working in a high‑pressured environment.
* Willing to work shifts (roster includes nights and weekends).
* Excellent customer facing skills.
Preferred Requirements
* Experience of working on a telecommunication network.
* Experience of shift working.
At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. In IT Services, we have a group of Diversity & Inclusion Champions who take part and lead on many activities, to drive more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on D&I at Network Rail, please follow this link.
Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist - mark.powell4@networkrail.co.uk
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