Who we are?
We’re a multi award-winning company that’s growing fast and constantly evolving. We need innovative and passionate people who’ll make a real difference to the business and our customers – and that’s where you come in. Your talent and skills will play a key role in Truespeed, and will help shape our future by bringing the South West the best broadband and customer service around.
Reporting to: Network Operations Manager
You’ll be responsible for:
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Supporting the smooth and efficient day to day operation of the entire Truespeed network.
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Delivering a professional interface into the Truespeed Operational technical function.
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Providing end-to-end incident management and be th
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e key contact throughout the incident lifecycle.
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Interfacing with 3rd parties as required for support or incident related issues.
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Creating and submitting knowledge articles to increase 1st-time fix rates.
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Developing, maintaining and updating NOC processes and procedures.
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Ensuring faults are escalated and resolved within the customer contracted Service Level.
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Proactively monitor our systems and networks via our internal monitoring system, investigating, troubleshooting, resolving and escalating issues.
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Providing incident management and technical resolution of 1st line network-related faults and prompt escalation to 2nd line when required.
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Maintaining and updating the ticket management system throughout the incident lifecycle.
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Raising, tracking and managing all defect tickets, ensuring we implement actions to mitigate against recurring issues.
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Engaging and proactively feedback on system and process improvement.
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Managing low-level change requests.
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Working with mixed vendor network kit as well as IT systems.
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Diagnosing the root causes of network issues using analytical and problem-solving skills.
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Be prepared to go On-call duty and shift as part of a rota, to support the smooth running of our 24/7 network. Responding to incidents and supporting the field & systems engineering team in network maintenance and repair.
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Ensuring the timely documentation of all fixes and changes to the Network.
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Any other duties that may be required to ensure the successful operation of the Truespeed network.
Essential Skills & Experience:
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Experience working in an Internet Service Provider or Data Centre following best practices.
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Strong understanding of network & IT infrastructure
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Basic knowledge in all matters relating to optical ethernet, IP transmission and routing (including ISIS and BGP).
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Understanding of optical fibre network FTTH technology.
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Experience working within Unix-like environments (i.e. Linux, FreeBSD).
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The aptitude to work to a high standard autonomously or within a team.
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Team player, building positive relationships internally, with suppliers and customers.
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Pro-active, can-do attitude, always going the extra mile.
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Ability to communicate clearly and present complex technical information to both technical and non-technical audiences.
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At least a year’s experience of working in a busy, customer-focused Telecoms, Data Centre or IT NOC environment.
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The flexibility to work rota’d hours as needed.
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Telecommunications / Network knowledge would certainly be helpful.
Benefits and Rewards:
When you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:
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Life insurance
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Health care options
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Competitive pension scheme
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25 days holiday plus bank holidays
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Great opportunities for career development
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Onsite parking