Network Operations looks after our customer network and is responsible for maintaining both the physical and logical services to our customers, reporting to the NOC Manager we’re a lean and efficient team who utilise peer reviewed process and supported tools and documentation to keep our customers network live 24/7/365, teamwork is paramount and as such we form strong bonds to ensure success not only for the company, but for the individual members of our team.
The role of the NOC Engineer will be to ensure the healthy running of our LAN / WAN via reactive 1st line fault resolution, for example, customer home network, cabinet switches and router issues, plus proactive work updating software and firmware. This role will be responsible for owning technical cases escalated from our Triage team, liaising with technicians and customers to ensure speedy resolutions within SLA. The NOC works on a shift basis covering working Monday – Friday 7am to 9pm. Saturdays & Sundays (including Bank Holidays) 9am to 5:30pm. There is also an on-call duty requirement (once every 2-4 weeks).
Key Responsibilities
Complete day-to-day network administrative tasks
Assist in the provisioning, managing, and auditing of new cabinets
Create documentation to aid fault resolution
Remote support of customers with ISP issues, troubleshooting Routers, CPEs, NTEs and Switches
Liaising with third party contractors and other departments within Gigaclear.
Managing incidents across the network within SLA and responding to network events as notified by the monitoring platform
Interaction via e-mail & telephone with our customers will form a major part of this position and the successful candidate will be an able communicator with excellent written & verbal communication skills
This person must be able to prioritise workload between multiple customer incidents or enquiries
Knowledge & Skills
Knowledge of Home IT, for example, home networks, servers, email, Wi-Fi access points, Ethernet over power lines, etc.
Network operation, including routing, VLANs, RSTP, Ethernet, is desirable
Understanding Router/Switch configuration desirable
Be able to work autonomously and within a team
Previous work experience in a technical service desk environment is desirable
Qualifications
Ideally CompTIA Network+ qualification or equivalent
Degree qualification in a technology discipline for example, Computer Science, Networks, IT, is desirable but not essential
Gigaclear is a growing Fibre Broadband (FTTP / FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
Generous employer pension; up to 8% matched contribution
Income protection & life assurance
25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
Unlimited access to online training and development content via our Learning Management System
Long service benefits and monthly employee recognition
Enhanced maternity and paternity provisions
Flexible working environment
Health & Wellbeing initiatives and company funded social events
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband
Our Vision - Connected Communities
Our Values - Own it, Find the Right Way, Work Together, Win Together