Working within the NOC L1 to build and support Smartnumbers services for our customers
Alert Handling: Respond to alerts and alarms promptly, assessing the severity of issues and initiating appropriate troubleshooting procedures
Basic Troubleshooting: Diagnose and resolve straightforward network / telecoms issues, escalating more complex problems to higher-tier engineers when necessary
Call Health Monitoring: Utilise advanced monitoring tools to continuously track Call health, identifying potential issues and bottlenecks
Documentation: Maintain detailed records of incidents, actions taken, and solutions applied, ensuring transparency and knowledge retention
Escalation Support: Collaborate with higher-tier NOC engineers to resolve complex network / telecoms problems, facilitating swift incident resolution
Customer Communication: Provide clear and concise updates to customers and internal stakeholders regarding incident status and resolution progress
Champion the customer as part of the delivery process, taking a proactive approach to all aspects of customer delivery
Train internal and external customers on the use of our products and services
Work on projects set by the Manager as well as handling business as usual work

Requirements

A proactive and positive approach with an eager-to-learn mindset
A passion for IT, networking and problem-solving
Excellent general aptitude with a desire to learn new technologies
A strong team player with excellent communication and active listening skills
Experience in efficiently helping customers whilst adhering to set SLAs
Experience in providing phone support to internal and external customers
Good logical reasoning, ability to follow set processes and a structured approach to troubleshooting and problem-solving
Strong verbal and written communication skills and attention to detail
Ability to take ownership of responsibilities, problem solve and to champion improvements
Customer-orientated and ability to adapt/respond to different types of stakeholders
Intermediate level experience in MS Excel/Word
Willingness to work outside of normal hours
Comfortable working occasional overtime on a weekend/evening if required
Desirable technical experience: Linux administration experience (Centos)
Windows server administration experience
Knowledge of TDM/SS7 & SIP Interconnects - telecom experience
AWS Experience
COMPTIA +

Benefits

Hybrid working style, with the expectation of two days in the office (with a great City of London office base!)
Family friendly benefits including paid parental leave policies
An extensive health insurance policy for you, with an option to add your family members
A workplace pension with Hargreaves Lansdown
Life insurance of 4 x your salary
A discretionary annual bonus of up to 10% of your salary
Weekly self-development time to spend exploring your professional development interests
25 days of annual leave (plus bank holidays), your birthday off, and an opportunity to buy up to 5 days annual leave per year
A holistic wellbeing support plan encompassing a variety of offerings to assist you.
Monthly £50 allowance to fund activities to best support your wellbeing as well as workshops and training to provide tools and guidance.
Employee assistance programme available to advise on personal, family or financial matters, and also fun social events during the year.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Linux administrationWindows server administrationTDM/SS7SIP Interconnectsnetwork troubleshootingtelecoms problem-solvingCall health monitoringalert handlingdocumentationcustomer training

Soft skills

proactive approacheager-to-learn mindsetteam playerexcellent communicationactive listeninglogical reasoningattention to detailownership of responsibilitiescustomer-orientedadaptability

Certifications

COMPTIA+