Location:
Colgate
Report to:
NOC Duty Manager
Salary:
Up to £50,500
Hours:
37 hours, Monday to Friday. Hours to cover shifts between 0700 and 1900, with on call arrangements
Company Overview:
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £113m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry. FluidOne supports the needs of 2400 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS.
Role Overview:
As a 3rd line Network Operations Engineer, you will be required to remotely manage and monitor global client networks, providing an enhanced level of escalation for complex incidents. Build client relationships and manage customers’ expectations professionally, owning customer complex issues through to resolution.
Full Job Specification:
Support:
* Provide technical support for incoming customer support queries and escalations from 1st/2nd Line NOC Engineers.
* Take ownership and effectively manage high-level escalation incidents, Problem Tickets, and Major Incidents.
* Liaise with customers regarding support of the customer service.
* Mentor and aid in the development of 2nd/3rd line engineers through knowledge transfer.
* Receive and own issues, enquiries, and change requests for support from clients.
* Review CVEs; assess impact and mitigation plans.
* Proactively monitor and maintain systems.
* Troubleshoot network availability and application problems.
* Utilise prescribed software and tools to manage incidents from inception to resolution.
* Develop and promote proactive procedures to improve network availability.
* Ensure Incident Management procedures are followed.
* Accurately log all customer requests and incidents using the ticketing system.
* Carry out operational tasks as defined within existing Operational Procedures and SLAs.
* Analyse and rectify complex faults on the network.
* Support network investigation and performance routines.
* Liaise with 3rd parties, customers, and site providers to ensure task completion.
Core Network Operations:
* Perform support tasks to provide network availability.
* Perform complex configuration changes to increase network coverage.
* Administer various applications.
* Process and coordinate service requests (moves, adds & changes).
* Work closely with Project Management and Network Engineering Teams.
* Field engineering duties when required.
* Monitor core equipment for faults and performance issues.
* Perform core network maintenance tasks as needed.
General:
* Complete all tasks in a timely manner within defined KPIs, OLAs, and SLAs.
* Uphold FluidOne’s Unified Service Standards.
* Adhere to quality communication standards defined by FluidOne.
* Follow FluidOne’s Security and Data Protection clauses.
* Undertake any other duties deemed suitable by management.
* Maintain job-related training as required by management.
Skills / Experience:
* Excellent communication skills, both written and verbal.
* Strong enthusiasm for IT and computing.
* At least 2 years previous helpdesk service experience required.
* Cisco and Juniper qualification required, minimum CCNP & JNCIS.
* Strong understanding of Routing and Switching (e.g. BGP, OSPF, EIGRP, L3VPN, L2VPN, VPLS).
* Experience working on a Service Provider core network preferable.
* Experience with Security products (e.g. Cisco NGFW, Fortinet, Juniper SRX, ISE).
* Experience with Meraki and 3G/4G Routers.
* Experience supporting wireless and VOIP solutions.
* Understanding of CVEs and impact assessment.
* Experience with CWDM/DWDM technologies and network monitoring systems like Solarwinds.
Benefits after probationary period:
* Subsidised Health and Dental care
* Employee Assistance Programme (EAP)
* Life assurance (3 x salary)
* Sodexo Discount Platform
* FluidOne breakfast and refreshments on working days
* Pension contribution- 5% company contribution
* Generous Holiday Entitlement
* One day off for Birthday
* Half price internet connectivity
* Ride2Work scheme
* Department incentives
* Volunteer day scheme
How to apply:
Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.
FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.
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