Network Engineer in Liskeard

Equality and Inclusion Statement: Equality of opportunity and inclusivity is fundamental to the vision and values of Wildanet. The principles of equality and diversity are at the heart of Wildanet's work and are supported by appropriate employment policies, procedures and good practice.

Wildanet is a thriving and growing internet provider bringing superfast and super-reliable service to homes and businesses throughout the region. Our aim is to attract, develop and retain colleagues with a unique combination of local knowledge and technical expertise who put the customer at the heart of the business.

Benefits:

• Company Pension
• Employee Assistance Programme for you and your family
• Eyecare Vouchers
• Flexible Working
• Bespoke Training & Development Plan
• Spontaneous Awards
• Enhanced Sick, Family leave and Statutory Leave
• Flu Jabs
• Death in Service Benefit
• Paid leave for charity support
• Complimentary tea and coffee in the office
• Attractive holiday package
• Free Broadband (after probation has been passed)
• Access to generous discounts on Wildanet Rewards & Recognition Hub

Location: Liskeard with travel across Cornwall & Devon

Salary: £27,000 - £30,000 DOE per annum

Role Purpose: The purpose of this role is to maintain Wildanet’s Access Network Infrastructure within FTTP, FWA, and business circuits, ensuring Wildanet’s customer connections remain operational, through a combination of remote and onsite upgrades, network monitoring and resolution.

Main Responsibilities:

• Undertaking FTTP and wireless network maintenance and expansion activities, including access network fault resolution both inhouse and out in the field at our sites.
• Conducting technical installation of Wildanet’s access equipment into telephone exchanges and street cabinets.
• Providing technical support to all Wildanet product lines, including FTTP, FWA, Nokia and Adtran.
• Utilising the Viavi suite to support fibre faulting, resolution and root cause analysis.
• Liaising with a variety of teams such as NOC, Field Services and Complex Solutions to resolve customer network faults.
• Providing support to the wider NOC team with escalations and offering subject matter expert guidance on daily technical issues and their resolution.
• Participation in ticket triaging including updating ticket data, determining ticket priority, assigning tickets to the correct vendor, and identifying if faults can be fixed remotely or if a site visit is required to resolve.
• Ensuring all proactive alarm notifications via alerting and management platforms are triaged appropriately according to their priority to optimise network uptime.
• Contributing towards the ongoing management of all network monitoring platforms, ensuring network availability and effectiveness.
• Undertaking device configuration and deployment methodology for devices and planned works.
• Adhering to all statutory and company specific health, safety, quality and compliance standards; adopting a zero-accident outlook when completing all routine and day to day works.

Key Activities:

• Undertaking system upgrades and configuration changes in line with company processes.
• Utilising the company’s network monitoring systems to work towards optimal network performance.
• Network troubleshooting and fault analysis conducted through remote access or physical on site repair.
• NOC support including ticket generation, triage and escalation to include providing responses to internal and external customers.
• Conducting testing, installation and maintenance of all network hub sites and devices.
• Supporting the wider Networks team – NOC/Access/Core with the day to day running of the Networks department.
• Liaising with the wider Networks department throughout the fault finding and installation process using various communication tools.
• Working on a variety of network types and offerings including FTTP, FWA, Copper and Mobile.
• Accurate and timely reporting of network uptime, outages, and time to resolution estimates.
• Escalation of priority faults to the Access Network Manager and Principal Network Engineer in line with issue severity.
• Providing subject matter expert advice to the Network Support Technicians when triaging tickets.
• Effective liaison and communication with internal teams such as Customer Experience, Core Systems, Complex Solutions and Field Services to effectively resolve network faults.
• Providing subject matter expert support and guidance to Wildanet customers.
• Ensuring information documented on the CRM, workflow processes and knowledge bases are detailed and kept up to date.
• Ensuring all work is signed off and completed correctly within the specified control processes.
• Assisting with inventory management, stock control and ordering of equipment as required.
• Maintaining and developing reports and analytics as required on network uptime, downtime, ticket counts and time to resolution.
• Ensuring all preparation for upcoming work is completed as per the scope of works, within budget and delivered within the specified timeline parameters.
• Participation in the departmental on-call Rota, ensuring appropriate levels of cover are in place to deliver our service offering to customers throughout 365 days of the year, on a 24/7 basis.
• Providing tier 2 technical support and assistance to cover colleagues on annual leave where required.

Essential Person Specification:

• Knowledge and an understanding of basic networking protocols.
• Working knowledge of routers, switches, radio equipment and fibre technologies.
• Functional knowledge of internet-based networking protocols (desirable).

• Ability to clearly communicate with all colleagues at all levels within the business, both written and verbally.
• Focused individual with a keen eye for detail.
• Committed to ensuring customers experience a positive journey achieved through effective customer service.
• Ability to interpret complex technical issues into understandable terms for non-technical colleagues and customers.
• Self-motivated and capable of working under own initiative to manage and prioritise workload.
• Ability to take responsibility and ownership for individual projects.
• Hold a positive and inspiring outlook on day to day activities and achieving Wildanet’s vision.
• Proactive approach to upskilling other teams.
• Able to work well as part of a small team.
• An approachable individual with subject matter expert knowledge with different vendors, such as Adtran, Nokia, Eltek, and Vertiv across Wildanet's portfolio of technically deployed solutions and the ability to support them.
• Hold a personal interest in evolving technologies.
• ONMSI - Viavi (desirable).
• CPE Management (desirable).
• OLT Platform Management (desirable).
• Ubiquiti Cloud Management (desirable).
• Exposure to ITIL based best practice in Service Operations (desirable).

• Providing technical support to end user customers with their personal equipment such as Wifi and router issues.
• Industry experience in a networking or telecommunications environment (including ISPs).
• Using network monitoring tools.
• Cable terminations and physical outdoor work.
• Fault diagnosis and resolution.
• Ticket triaging and assigning ticket priority.
• Designing bespoke process flows to ensure optimal day to day working (desirable).
• Delivering reports on network uptime, downtime, ticket counts and time to resolution (desirable).

• Good level of Numeracy and Literacy.
• CCNA / JNCIA.

• A full valid UK driving licence.
• Ability to work at heights.
• Wildanet provides services 365 days of the year. This role is subject to variable shift rotations and out of hours working.
• There is an expectation to participate in a 24/7 on-call ROTA within this role.
• This role will involve a combination of office based remote support and physical field-based working.
• Core working hours will be within 08:00 – 20:00. Your normal hours of work will be from 9am to 5pm Monday-Friday.