Network Operations Centre team monitors the components of our SaaS network infrastructure, ensuring it runs efficiently, delivering the high availability of our products.
We are looking for a junior member who will take responsibility triaging customer queries and incidents, managing configuration, deployment, maintenance, and actioning alerts for all mission critical systems.
You will be expected to take the first step in troubleshooting the various situations that may arise and provide technical support to our customers.
The ideal candidate will have a wide and varied skill set but does require IP networking experience.
Our estate is both multi-site on premise and cloud based, using continuously evolving technologies in a highly agile environment.
The size of customers we have demands an exceptionally high level of care and support for their service.
There will be extensive in-house training provided for the role on the systems which are unique to Smartnumbers.
Formal external training will be provided for the more standard aspects of our infrastructure.
After approximately 6+ months experience, you will be required to participate in the monthly on-call rota.

Requirements

Working within the NOC teams to build and support Smartnumbers services for our customers
Liaising with 3rd party suppliers during fault and maintenance conditions
Supporting network changes and upgrading projects, assigning milestone tasks and ensuring deadlines are met
Providing status reports to our NOC Team Manager and wider L1 & L2 team in the instance of an incident
Be an expert in the products and services that Smartnumbers offers
Work on projects set by the Manager as well as handling business as usual workload
Be able to handle escalations and write up root cause analysis reports with assistance from the L1 team
Provide technical support as part of the delivery process and aftercare
Confidently bring resolution of service issues and effective escalation of these issues as required
The ability to work independently and take ownership of tasks, using initiative and critical thinking to resolve customer issues
Provide accurate, valid and complete information by using the right methods and tools
Provide support for porting number ranges to and away from our networks
Build strong and positive relationships with customers and ensure you are managing expectations at all times with both internal and external customers
Champion the customer as part of the delivery process, taking a proactive approach to all aspects of customer delivery
Identify areas of improvement and champion their resolution
Assisting with the planning of network changes and upgrading projects, assigning milestone tasks and helping to ensure deadlines are met
Train internal and external customers on the use of our products and services
Producing and collating management reports for the Manager
Once trained, enter into our on-call rotation to resolve critical alerts out of hours
Call Health Monitoring: Utilise advanced monitoring tools to continuously track call health, identifying potential issues and bottlenecks
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 issues, escalating more complex problems to higher-tier engineers when necessary
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 problems, facilitating swift incident resolution
Customer Communication: Provide clear and concise updates to customers and internal stakeholders regarding incident status and resolution progress.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

IP networkingtroubleshootingtechnical supportnetwork changesconfiguration managementincident managementroot cause analysiscall health monitoringalert handlingdocumentation

Soft Skills

customer servicecommunicationinitiativecritical thinkingrelationship buildingownershipproactive approachteam collaborationescalation handlingreporting