Network Operations looks after the customer network and is responsible for maintaining both the physical and logical services to our customers, reporting to the NOC Manager we’re a lean and efficient team who utilise peer reviewed process and supported tools and documentation to keep our customers network live 24/7/365, teamwork is paramount and as such we form strong bonds to ensure success not only for the company, but for the individual members of our team.

The role of the NOC Engineer will be to ensure the healthy running of our LAN / WAN via reactive 1st line fault resolution, for example, customer home network cabinet switches and router issues, plus proactive work updating software and firmware. This role will be responsible for owning technical cases escalated from our Triage team, liaising with technicians and customers to ensure speedy resolutions within SLA. The NOC works on a shift basis covering working Monday – Friday 7am to 9pm. Saturdays & Sundays (including Bank Holidays) 10am to 5pm. There is also an on-call duty requirement (once every 2-4 weeks).

Key Responsibilities

Complete day-to-day network administrative tasks

Assist in the provisioning, managing, and auditing of new cabinets.

Create documentation to aid fault resolution

Remote support of customers with ISP issues, troubleshooting Routers, CPEs, NTEs and Switches

Liaising with third party contractors and other departments within Gigaclear

Managing incidents across the network within SLA and responding to network events as notified by the monitoring platform

Interaction via e-mail & telephone with our customers will form a major part of this position and the successful candidate will be able to communicator with excellent written & verbal communication skills.

This person must be able to prioritise workload between multiple customer incidents or enquiries.

Knowledge & Skills

Knowledge of Home IT, for example, home networks, servers, email, Wi-Fi access points, Ethernet over power lines, etc

Network operation, including routing, VLANs, RSTP, Ethernet desirable.

Understanding Router/Switch configuration desirable

Must be able to work autonomously and within a team

Previous work experience in a technical service desk environment is desirable.

Qualifications

Degree qualification in a technology discipline for example, Computer Science, Networks, IT, is desirable but not essential

CompTIA Network+ qualification or equivalent is desirable