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Senior Network Engineer

2 months ago

London, UK, United Kingdom hSo Full time

BRIEF DESCRIPTION OF THE ROLE


An hybrid role in London (E1 8HQ) providing a 3nd line technical escalation point to the NOC and practical hands-on support in the Customer Service Centre to ensure faults are resolved as quickly as possible and requests are professionally responded to to facilitate network and systems engineering projects. Provide technical input and context to the Senior Leadership Team to assist with decision making and reports and contributing to ITIL problem management. Oversee and implement complex customer change requests, routine maintenance, monitoring and testing to maintain network integrity. Coordinate and provide direction on complex faults to ensure timely resolution. Build and maintain the technical knowledge database and organise technical troubleshooting workshops for technical staff.


To adhere and contribute to the development of hSo‘s processes, guidelines and systems to ensure we outperform our competition and constantly exceed customer expectations. To positively contribute to the fulfilment of hSo’s chief strategic objective of providing levels of customer service unprecedented in the communications industry.



KEY OBJECTIVES OF THE ROLE


As a member of the Customer Service Centre team the role is to provide:

  • quality 3rd line troubleshooting expertise taking ownership acting as the escalation for server and networking issues
  • providing support and direction to fault resolution to the Technical Specialist team, NOC and analysts when required, ensuring faults are identified and resolved
  • carry out routine preventative maintenance procedures for customer and core systems and network elements to ensure network health as set out in our policies and guidelines
  • provide technical input and advice with planned works on the operational network, ensuring they are carried out in a controlled, timely manner with minimum service downtime and that all NOC resources are prepared and informed.
  • liaising with customers on ongoing issues to clearly define steps for resolution
  • liaise with internal teams and external partners to highlight and resolve operational issues and improve services
  • providing weekly/monthly information on capacity for hSo systems
  • provide technical input and produce RFO reports in conjunction with the Customer Services Manager
  • provide technical root cause analysis and trend analysis to identify any re-occurring themes to reduce repetition of support incident and proactively prevent future incidents occurring.
  • escalate technical issues to the CSM and/or Senior Leadership Team as needed.
  • maintain a thorough knowledge of the procedures, products and services offered by hSo
  • provide technical training and coaching where appropriate and create and maintain associated documentation, technical guides and publications for the CSC.
  • to undertake specific projects and tasks within the CSC environment
  • reinforcing process, ensure they are being followed and adhered to
  • ensuring communication with customers, suppliers and internally is timely and concise
  • take ownership of and keep up to date with vendor security alerts and general release notes, attending CAB meetings when required.


CANDIDATE PROFILE


The ideal candidate must have :


  • a minimum of 5 years work experience within a support environment ideally from a service provider / Telecoms provider background
  • CCNP (or equivalent) minimum
  • a methodical and systematic approach with an eye for detail to identifying issues, proposing possible solutions through to satisfactory conclusion
  • enjoys solving problems and can adapt to new technologies quickly
  • a professional and helpful attitude towards customer issues
  • excellent communication skills (both written and verbal)
  • technically proficiency with requirements outlined below (Technical Skill Requirements)
  • strong self-management skills to organise own tasks and prioritise and be confident multitasking..


TECHNICAL SKILL REQUIRMENTS


The ideal candidate must have :


  • Minimum CCNP (or equivalent)
  • TCP/IP
  • OSPF / BGP
  • Routing (Layer 2 and Layer 3)
  • Solid understanding of MPLS (VPLS, L3VPN, MPLS-TE and 6PE)
  • 2+ years Red Hat Linux experience installing support and troubleshooting
  • Firewall Security - (ideally Juniper SRX and Fortigate)
  • Experience with configuring and managing network monitoring tools (Ideally Zabbix ) however any monitoring tool would be advantageous)