About Smartnumbers
We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, it costs the UK nearly £7bn and represents 40% of all crime. Too often the solution has been to put in place cumbersome authentication processes that frustrate genuine customers, cause inefficiencies for organisations and fail to prevent fraud.
We are changing this by providing organisations with real-time insight into the risk of a caller. We combine patented machine learning technology with our deep domain knowledge to prevent contact centre fraud.
We recognise that we need to work together to fight fraud, that is why we have fostered strategic partnerships with leading global organisations like Amazon, BT, Genesys and NICE. Together, we protect the UKs largest retail banks, investment banks and emergency services. We also believe in developing our people and developing high performing teams, reflected by our Platinum Investors in People accreditation.
What you'll be working on
We’re searching for a Junior NOC L1 Engineer to join our Network Operations Centre (NOC) team. This is an excellent opportunity for someone eager to develop their technical skills, gain hands-on experience and play a key role in ensuring seamless service for our customers. The role will report to the Service Operations Manager and will closely collaborate with the wider Network Operations Centre, Cloud Ops, Billing, Account Management, Product and Sales teams.
As a Junior NOC L1 Engineer, you’ll be working to support and cater for our wide range of customers, working closely with your team to ensure the majority of customer enquiries are resolved at the initial point of contact and at the highest level of customer service.
This dynamic role will include working on the product builds for new and existing customers; delivering these successfully for both orders and trial services. You’ll also be involved in troubleshooting and diagnosing issues coming into the First Line queue, management of new customer orders, facilitating customer on-boarding, scheduling of ports and ensuring the smooth running of ports for customers and assisting with proactive monitoring. Customer satisfaction is critical to the success of this role; anything you do must have the customer experience in mind.
Responsibilities include, but are not limited to:
* Working within the NOC L1 to build and support Smartnumber 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 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 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
What you'll need for the role
Smartnumbers values diversity of experience. Candidates should have a strong combination of several of the following skills, competencies and experience:
* 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 and GSuite
* Willingness to work outside of normal hours
Desirable technical experience:
* Linux administration experience (Centos)
* Windows server administration experience
* Knowledge of TDM/SS7 & SIP Interconnects - telecom experience
* COMPTIA +
What we can offer you
As well as a competitive salary of circa £22,000 per annum, we also offer a comprehensive benefits package, covering a variety of areas, both professional and personal. These benefits include:
* Hybrid working style, with the expectation of only one day in the office (with a great Central 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 Aegon
* Life insurance of 4 x your salary
* A discretionary annual bonus of up to 10% of your salary
* An annual home office station allowance of £200, to help you set up a comfortable remote office space.
* A training allowance to support your continuous professional development.
* 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
* Monthly company socials in the office
* A holistic wellbeing support plan encompassing a variety of offerings to assist you. We provide you with a monthly £50 allowance to fund activities to best support your wellbeing as well as workshops and training to provide tools and guidance. Additionally, there is a wide-ranging employee assistance programme available to advise on personal, family or financial matters, and also fun social events all year round.
The application process
We have a simple 2 stage interview process, following an initial short phone call with the hiring manager:
1. Interview with Service Operations Manager (hiring manager) and NOC Team Lead
2. Culture focussed stage including a Bar-raiser Interview and HR Interview
Smartnumbers is committed to promoting equal opportunities in employment. You will receive equal treatment regardless of age, disability, neurodiversity, gender, gender identity, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex and sexual orientation. We welcome all applications for this role.
We are committed to providing reasonable support/adjustments in our recruiting processes. If you need support, please reach out to the hiring contact.
About us
We help companies in the fight against fraud. Our solutions help protect organisations from downstream fraud by ensuring the contact centre stays secure. Through our consortium of customers and partners, we enable organisations to work together to fight fraud by sharing intelligence and best practice.
As a software company with a telecommunications pedigree, we create market-leading security solutions for the contact centre. It’s why more than a thousand organisations trust us to help them fight fraud.
Our cloud-based AI-powered platform uses direct access to the carrier network, shared data on known fraudsters from our consortium and machine learning technology to protect your contact centre and your customers.
Find out more on how Smartnumbers helps organisations to prevent fraud and authenticate customers in one go here.