Access Network Engineer in Liskeard

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 the Access Network Engineer role is to support, maintain and upgrade Wildanet’s Fibre to the Premises (FTTP) and Fixed Wireless Access (FWA) network infrastructure connections. The Access Network Engineer supports Wildanet’s customer connections through network monitoring and both in-field maintenance upgrades, and remote deployment solutions to ensure optimum network connectivity at Wildanet’s access network sites.

Main Responsibilities:

• Prioritise network maintenance and expansion activities onsite across FTTP and FWA product lines
• Technical installation of equipment into telephone exchanges and street cabinets
• Configuration of devices and strategic deployment for planned works
• Undertaking fault finding, root cause analysis and resolution activities both onsite and remotely in the NOC
• Building and maintaining partnerships with a variety of vendors to provide ongoing support and upgrades to deployed hardware
• 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 network monitoring systems and tools ensuring optimal network performance and uptime
• Network troubleshooting and fault analysis conducted through physical onsite repair or remote access
• NOC support including ticket generation, triage and escalation and 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, providing expert technical guidance
• 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 and managing escalations
• 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 resolution time
• 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:

• Functional knowledge of internet-based networking protocols
• Working knowledge of routers, switches, radio equipment and fibre technologies
• ONMSI - Viavi (desirable)
• CPE Management (desirable)
• OLT Platform Management (desirable)
• Ubiquiti Cloud Management (desirable)
• Adtran (desirable)
• Nokia (desirable)
• Eltek (desirable)
• Vertiv (desirable)

Skills/Attributes:

• 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
• Hold a personal interest in evolving technologies
• Exposure to ITIL based best practice in Service Operations (desirable)

Experience:

• 1-2 years industry experience in a networking or telecommunications environment (including ISPs)
• Providing technical support to end user customers with their personal equipment such as Wifi and router issues
• Using network monitoring tools
• Network cable terminations / CAT / Fibre / DC
• Network fault diagnosis and resolution
• Support ticket triaging, assigning ticket priority and an understanding of different ticket types
• 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)

Qualifications:

• Good level of Numeracy and Literacy
• CompTIA+ Networks
• CCNA / JNCIA (desirable)
• Tetra (desirable)
• 18th Edition Electrical - compliance and safety (desirable)

Circumstances:

• A full valid UK driving licence
• Ability to work at heights
• This role is based at our head office in Liskeard and will involve a combination of field-based working and some office-based remote support
• Core working hours will be within 08:00 – 20:00. Your normal hours of work will be from 9am to 5pm Monday-Friday
• 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