Network Operations Centre (NOC) Engineer in Abingdon

Network Operations looks after our 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 processes 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 Monday – Friday 7am to 9pm, and Saturdays & Sundays (including Bank Holidays) 9am to 5:30pm. 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 an able 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, is desirable
• Understanding Router/Switch configuration is desirable
• Be able to work autonomously and within a team
• Previous work experience in a technical service desk environment is desirable

Qualifications

• Ideally CompTIA Network+ qualification or equivalent
• Degree qualification in a technology discipline, for example, Computer Science, Networks, IT, is desirable but not essential

Gigaclear is a growing Fibre Broadband (FTTP/FTTH) company, developing our fibre-to-the-premises broadband infrastructure to some of the most difficult to reach areas of the UK, empowering those communities with broadband to rival any city.

Staff rewards, benefits and opportunities

• We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills.
• Generous employer pension; up to 8% matched contribution
• Income protection & life assurance
• 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
• Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
• Unlimited access to online training and development content via our Learning Management System
• Long service benefits and monthly employee recognition
• Enhanced maternity and paternity provisions
• Flexible working environment
• Health & Wellbeing initiatives and company funded social events

Our Mission Empowering communities with brilliant broadband

Our Vision Connected Communities

Our Values Own it, Find the Right Way, Work Together, Win Together