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Noc Support Trainee

3 weeks ago

Bath, United Kingdom Truespeed Full time

Here at Truespeed, we like to do things differently. From the ultrafast broadband we provide, how we interact with our customers, our team focused mentality and the work we produce, everything is done to the very best of our ability.

We’re a multi award-winning company that’s growing fast and constantly evolving. We need innovative and passionate people who’ll make a real difference to the business and our customers - and that’s where you come in. Your talent and skills will play a key role in Truespeed, and will help shape our future by bringing the South West the best broadband and customer service around.

**Role expectations**:
As a NOC Support Trainee Engineer, you will have the unique opportunity to join a team at an early stage of its evolution and learn from experienced engineers and managers to develop into NOC Support Engineers and have a clearly defined development path.

We are looking for pro-active and motivated individuals that want to begin a career in a technically immersive environment, hungry for knowledge and want to develop a rewarding career.

**What I’m responsible for**:

- Learning about all the key processes in the business that support the onboarding of a new customer, managing the in-life performance and retaining and ensuring customer loyalty to Truespeed.
- Learning about the key NOC processes and developing key technical skills to enable effective troubleshooting and problem resolution.
- Supporting the smooth and efficient day to day operation of the entire Truespeed network.
- Working in a professional manner and working as an interface into the Truespeed Operational technical function.
- Supporting the end-to-end incident management process with a view of taking on full responsibility of the end-end process once fully trained.
- Interface with 3rd parties as required for support or incident related issues.
- Contribute and submit knowledge articles to increase 1st-time fix rates.
- Develop, maintain and update NOC processes and procedures.
- Ensure faults are escalated and resolved within the customer contracted Service Level.
- Proactively monitor our systems and networks via our internal monitoring system, investigating, troubleshooting, resolving and escalating issues.
- Provide incident management and technical resolution of 1st line network-related faults and prompt escalation to 2nd line when required.
- Maintain and update the ticket management system throughout the incident lifecycle.
- Raise, track and manage all defect tickets, ensuring we implement actions to mitigate against recurring issues.
- Engage and proactively feedback on system and process improvement.
- Manage low-level change requests.
- Ensuring the timely documentation of all fixes and changes to the Network.

***

**What skills I’ll bring to the role**:

- Good basic IT Systems skills
- Any networking knowledge/experience (desirable)
- The aptitude to work to a high standard autonomously or within a team.
- Team player, building positive relationships internally, with suppliers and customers
- Pro-active, can-do attitude, always going the extra mile.
- Effective listening & communication skills (verbal & written)
- The flexibility to work rota’d hours as needed.

**The benefits I get for working here**:
**What we offer**:

- A chance to join a fast paced, industry disruptor that’s doing things differently
- Flexible working
- On the job training
- 3rd party training
- Competitive salary
- Great benefits like life insurance, health care options, pension
- Great working environment
- 25 days holiday plus bank holidays

We’re an equal opportunities employer. We celebrate diversity and we’re committed to creating an inclusive environment for our whole team.
- Location
- Bath
- Department
- Technical
- Job Title
- NOC Support Trainee
- Salary
- £20,000 to £25,000 DOE
- City
- Bath
- Country
- United Kingdom