Network Support Specialist

4 weeks ago


Doncaster, Doncaster, United Kingdom Network Rail Full time

As a key member of the Network Rail team, you will play a critical role in ensuring the smooth operation of our voice network. Your expertise will be instrumental in identifying and resolving complex voice network failures, working closely with our tier 2 colleagues to escalate and resolve issues.

With a focus on proactive support, you will work to maximise voice service availability, contributing to the planning and implementation of preventative maintenance of voice systems. Your attention to detail and analytical skills will be essential in managing voice risks and problem tickets.

About the Role

  • Diagnose and formulate resolutions to complex incidents, collaborating with support teams to restore service within Service Level Agreements (SLAs) and minimise customer impact.
  • Provide regular updates on the ticketing system, tracking incidents through to resolution and facilitating updates to the customer.
  • Collaborate with relevant teams across functions, participating in troubleshooting efforts to co-ordinate effective service restoration and maximise service availability.
  • Contribute to the planning and implementation of preventative maintenance, including monitoring, troubleshooting, backup & restore to improve system/application performance and minimise outages.
  • Review, accept and perform modifications or enhancements to technology sub-system hardware and software, using agreed Methods of Procedure (MOPs).
  • Produce and maintain documented operational procedures for network environments and in-scope applications, enabling new services to be introduced into maintenance.
  • Perform system and application recovery during disaster recovery (DR) invocation, regularly testing scenarios related to the DR procedure to restore service with minimal impact.
  • Produce and deliver training and knowledge transfer to the Network Management Centre (NMC), improving capabilities.
  • Provide Subject Matter Expert (SME) input to project and change related activities within the technical discipline of Voice, delivering a service that is operational and maintainable.
  • Act as an escalation point for the NMC, performing the duties of the Technical Person in Charge (TPIC) during major incidents, developing a clear restoration plan and mitigating risk to service availability.


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