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Client:
Network Rail
Location:
Stoke-on-Trent, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
dc309b786f79
Job Views:
3
Posted:
28.03.2025
Expiry Date:
12.05.2025
Job Description:
Brief Description
This role is shift based. You will work 18, 12-hour shifts over a 6-week cycle which is currently favoured by existing team members.
Location: Stoke-on-Trent
Band & Salary: Band 6 £26000 + 15% shift allowance
The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.
As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partners with modern and transformative technology. From the day-to-day IT operations that keep a national railway running, to the extensive delivery programmes that are helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.
Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!
About the role (External)
What will you be doing?
1. Perform Tier 1 network surveillance to identify alarms/issues on the remote management terminals (i.e. Netcool, SCADA, FTN Transmission, GSM-R Radio and GSM-R Core Switching Element Managers) with a view to investigating or escalating to Tier 2 for in-depth technical analysis.
2. Receive and record customer fault details in the fault management database, tasking these to the appropriate function and also recording the action taken and any resolutions achieved.
3. Drive Trouble/Problem tickets through to resolution in accordance with agreed targets and related priorities driving committed engagement and commitments with all involved resolver groups and customers, utilising proactive internal and external resolution escalation as required.
4. Construct/write fault reports to facilitate a strong focus on Trouble Ticket resolution.
5. Compile handover reports to enable the smooth transition of operational issues/concerns/notes from one shift team to the next.
6. Perform tasks in support of ongoing programmes. These may include providing technical information, test calls and related tasks.
7. First point of contact for all telephone and email queries, making sure that these queries are directed to the relevant team/person.
8. Provide prompt and timely response and updates to customer queries and fault reports, demonstrating strong awareness of their business needs/requirements and priorities.
Minimum Requirements:
1. Basic understanding of fibre/copper transmission and digital radio telecommunications systems.
2. Fully conversant with operating computer-based applications.
3. Minimum of GCSE/ ‘O’ levels including English, Mathematics and Science.
4. Experience of working in a high-pressured environment.
5. Willing to work shifts (roster includes nights and weekends).
Preferred:
Experience of working on a telecommunication network.
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