Company Overview
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £68m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 85 for April 2022. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 310 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards 2021 and in the top 50 Technology companies to work for in the UK.
FluidOne supports the needs of 1,350 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Focusing on mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.
Role Overview
As a 3rd line Network Operations Engineer, you will be required to remotely, manage and monitor global client networks. To provide an enhanced level of escalation, from 1st and 2nd line engineers, for complex incidents. Build client relationships and manage customers’ expectations in a professional manner, by gaining an understanding of the complex IT environment of our customers and their inherent business demand. To own customer complex issues through to resolution.
Responsibilities
Support:
* Provide technical support for incoming customer support queries and escalations from 1st/2nd Line NOC Engineers
* Take ownership and effectively manage through to resolution high-level escalation Incidents, Problem Tickets and Major Incidents.
* Liaising with customers for any other purpose related to the support of the customer service.
* To mentor and aid in the development of 2nd/3rd line engineers through knowledge transfer.
* Receiving and owning issues; enquiries and change requests for support from clients and prioritise accordingly.
* Receive and review CVEs; assess scope of impact and mitigation plan.
* Performing a highly proactive role in monitoring and maintaining systems.
* Investigating and troubleshooting network availability and application problems.
* Utilise prescribed software and tools to manage the progress of a fault/incident from inception/alert through to successful resolution and closure, including post-incident documentation and reporting.
* Develop, conduct, and promote proactive procedures to improve the availability and support of network environments.
* Ensuring Incident Management procedures are followed.
* Accurate and relevant logging of all customer requests and incidents using the FluidOne ticketing system.
* Carry out all operational tasks and duties as defined within existing Operational Procedures and Service Level Agreements.
* Analyse and rectify complex faults on the network to meet defined service levels.
* Support network investigation/performance routines to ensure network availability.
* Liaison with 3rd parties, customers and site providers to ensure completion of tasks.
Core Network Operations:
* Perform support tasks for the business to provide network availability.
* Perform complex configuration changes to increase network coverage.
* Performing administration tasks for various applications.
* Processing / coordinating service requests (moves, adds & changes).
* Work closely with the Project Management and Network Engineering Teams to onboard customer solutions into support.
* Field engineering duties when required and relevant within the role.
* Monitoring core equipment for faults and performance issues.
* Performing core network maintenance tasks as required and relevant within the role.
General:
* Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs and SLAs.
* Upholding FluidOne’s Service Teams Unified Service Standards.
* Adhering to quality communication standards defined by FluidOne.
* Adhering to FluidOne’s Security and Data Protection and confidentiality clauses.
* Undertaking any other duties deemed suitable by management.
* Maintaining job related training as required by management.
Skills / Experience
* Must have excellent communication skills, both written and verbal.
* Must have a very 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 and VPLS technologies).
* Previous experience working on a Service Provider core network preferable.
* Experience with Security products (e.g. Cisco NGFW, Fortinet, Juniper SRX, ISE)
* Experience with Meraki.
* Experience with 3G/4G Routers.
* Previous experience in wireless solutions.
* Previous experience supporting VOIP solutions.
* Understanding of CVEs and how to assess the scope of impact.
* Experience working with CWDM/DWDM technologies.
* Experience managing network monitoring systems such as Solarwinds.
Benefits after probationary period
* Employee Assistance programme (EAP)
* Life assurance (3 x salary)
* Sodexo Discount Platform
* Pension contribution- 5% company contribution
* Generous Holiday Entitlement
* One day off for Birthday
* Half price internet connectivity
* Ride2Work scheme
* Department incentives
* Volunteer day scheme