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At National Grid, our commitment to a cleaner, greener energy future is powered by the dedication and ingenuity of our people. Join our team as a Operations Analyst Engineer and be a part of something bigger—where your unique skills and passions can make a real difference. Together, we are superpowered.
National Grid is hiring an Operations Analyst Engineer on a permanent basis. This role is based in our Taunton office — we offer a hybrid working model.
Job Purpose
This role provides dedicated IT support to National Grid Telecoms, ensuring their staff have reliable access to the tools and technology they need to operate effectively. As the primary point of contact for end user device support within NG Telecoms, the role is critical to maintaining the smooth operation of the UK's essential telecoms infrastructure. By enabling fast, secure, and resilient communication services, this position plays a key part in supporting National Grid’s wider mission of delivering safe and reliable energy to millions across the country. The role involves working with the Operations Lead Specialist Engineers to provide technical assistance, resolve customer service queries, and troubleshoot hardware and software issues. Additionally, the role includes assisting with technical programs and products related to the services provided by NG Telecoms.
What you'll do
* Work closely with the User Operations team, Service Desk, the Field User team, and customers to resolve escalated, complex, and difficult technical issues.
* Perform on-site hardware and software root cause fixes across multiple sites.
* Assist with large-scale projects that impact customers and staff broadly.
* Collaborate with other IT and Business departments to ensure products and applications are fit for purpose.
* Maintain documentation with clear and accurate records of systems and related procedures.
* Design training materials and conduct training sessions for customers and staff, advising on best practices for using technical products and applications.
* Ensure compliance with Health and Safety regulations, including fire and emergency precautions.
About you
* Experience in resolving difficult technical problems.
* Experience supporting endpoints within an enterprise environment.
* Experience working in a professional office setting.
* Experience in a customer-facing role.
* Extensive knowledge of Windows 10 and Windows 11 operating systems.
* Experience with Virtualisation Technologies: VMware and Hyper-V.
* Knowledge of Networking: TCP/IP, DNS, DHCP, LAN/VLAN/WAN.
* Strong problem-solving skills.
* Excellent interpersonal and communication skills.
* Highly organized with the ability to work independently and as part of a team.
* Ability to meet strict deadlines and work under pressure.
What you'll get
A competitive salary between £50,000 - £60,000, dependent on capability.
In addition to your base salary, you will receive a bonus based on personal and company performance, along with a competitive contributory pension scheme where we will double match your contributions up to a maximum of 12%. You will also have access to flexible benefits such as a share incentive plan, salary sacrifice schemes for cars and technology, support via employee assistance lines, and matched charity giving.
The role is based in Taunton, but our hybrid working policy allows a mix of office and home working, subject to certain requirements.
More Information
The closing date for applications is 29th May. We encourage early submissions and reserve the right to close the vacancy early if needed.
DE & I statement
At National Grid, we uphold high standards in supporting and developing our people. We value diversity and promote an inclusive culture where everyone can thrive. Employment decisions are based on qualifications, innovation, and business needs. We aim to reflect the communities we serve and foster a respectful, fair, and supportive working environment.
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