Junior NOC L2 Engineer

About Smartnumbers: We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, costing the UK nearly £7bn and representing 40% of all crime. We are changing this by providing organisations with real-time insight into the risk of a caller, combining patented machine learning technology with our deep domain knowledge to prevent contact centre fraud.

What You'll Be Working On: The Network Operations Centre team monitors the components of our SaaS network infrastructure, ensuring it runs efficiently and delivers high availability of our products. We are looking for a junior member who will take responsibility for triaging customer queries and incidents, managing configuration, deployment, maintenance, and actioning alerts for all mission-critical systems. You will be expected to troubleshoot various situations that may arise and provide technical support to our customers. The ideal candidate will have a wide and varied skill set but does require IP networking experience.

What You'll Need For The Role: Smartnumbers values diversity of experience. Candidates should have a strong combination of several of the following skills, competencies and experience:

• Working within the NOC teams to build and support Smartnumbers services for our customers
• Liaising with 3rd party suppliers during fault and maintenance conditions
• Supporting network changes and upgrading projects, assigning milestone tasks and ensuring deadlines are met
• Providing status reports to our NOC Team Manager and wider L1 & L2 team in the instance of an incident
• Be an expert in the products and services that Smartnumbers offers
• Work on projects set by the Manager as well as handling business as usual workload
• Be able to handle escalations and write up root cause analysis reports with assistance from the L1 team
• Provide technical support as part of the delivery process and aftercare
• Confidently bring resolution of service issues and effective escalation of these issues as required
• The ability to work independently and take ownership of tasks, using initiative and critical thinking to resolve customer issues
• Provide accurate, valid and complete information by using the right methods and tools
• Provide support for porting number ranges to and away from our networks
• Build strong and positive relationships with customers and ensure you are managing expectations at all times with both internal and external customers
• Champion the customer as part of the delivery process, taking a proactive approach to all aspects of customer delivery
• Identify areas of improvement and champion their resolution
• Assisting with the planning of network changes and upgrading projects, assigning milestone tasks and helping to ensure deadlines are met
• Train internal and external customers on the use of our products and services
• Producing and collating management reports for the Manager
• Once trained, enter into our on-call rotation to resolve critical alerts out of hours
• Call Health Monitoring: Utilise advanced monitoring tools to continuously track call health, identifying potential issues and bottlenecks
• Alert Handling: Respond to alerts and alarms promptly, assessing the severity of issues and initiating appropriate troubleshooting procedures
• Basic Troubleshooting: Diagnose and resolve straightforward network issues, escalating more complex problems to higher-tier engineers when necessary
• Documentation: Maintain detailed records of incidents, actions taken, and solutions applied, ensuring transparency and knowledge retention
• Escalation Support: Collaborate with higher-tier NOC engineers to resolve complex network problems, facilitating swift incident resolution
• Customer Communication: Provide clear and concise updates to customers and internal stakeholders regarding incident status and resolution progress

Key Skills & Attributes:

• Must have: Excellent general aptitude with a desire to learn new technologies; Ability to troubleshoot technical issues with a logical and systematic approach; Willingness to work outside of normal hours and occasional travel to remote sites; Ability to take ownership of unfamiliar tasks, and escalate effectively; A good working knowledge of IP, Ethernet, routing and switching within LAN/WAN/Data Centre/Public Cloud environments; Previous experience working within an SLA driven environment; Excellent customer service skills.
• Nice to have: Knowledge of SIP Interconnects; Telecom experience; CCNA or equivalent qualification; VMWare exposure; Linux administration experience; Windows server administration experience; Relevant further or higher education certificates; AWS Experience.

What We Can Offer You: As well as a competitive salary of circa £33k per annum, we also offer a comprehensive benefits package, covering a variety of areas, both professional and personal. These benefits include:

• Hybrid working style, with the expectation of two days in the office
• Family friendly benefits including paid parental leave policies
• An extensive health insurance policy for you, with an option to add your family members
• A workplace pension with Hargreaves Lansdown
• Life insurance of 4 x your salary
• A discretionary annual bonus of up to 10% of your salary
• Weekly self-development time to spend exploring your professional development interests
• 25 days of annual leave (plus bank holidays), your birthday off, and an opportunity to buy up to 5 days annual leave per year
• A holistic wellbeing support plan encompassing a variety of offerings to assist you
• We provide you with a monthly £50 allowance to fund activities to best support your wellbeing as well as workshops and training to provide tools and guidance
• Additionally, there is a wide-ranging employee assistance programme available to advise on personal, family or financial matters, and also fun social events during the year.

The application process: We have a simple 2 stage interview process, following an initial short phone call with the hiring manager:

• Interview with Service Operations Manager and NOC Team Manager
• Culture focussed stage including a Bar-raiser Interview and HR Interview

Smartnumbers is committed to promoting equal opportunities in employment. You will receive equal treatment regardless of age, disability, neurodiversity, gender, gender identity, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex and sexual orientation. We welcome all applications for this role.

We are committed to providing reasonable support/adjustments in our recruiting processes. If you need support, please reach out to the hiring contact.