Junior NOC L2 Engineer

Network Operations Centre team monitors the components of our SaaS network infrastructure, ensuring it runs efficiently, delivering the high availability of our products. We are looking for a junior member who will take responsibility triaging customer queries and incidents, managing configuration, deployment, maintenance, and actioning alerts for all mission critical systems. You will be expected to take the first step in troubleshooting the various situations that may arise and provide technical support to our customers.

The ideal candidate will have a wide and varied skill set but does require IP networking experience. Our estate is both multi-site on premise and cloud based, using continuously evolving technologies in a highly agile environment.

The size of customers we have demands an exceptionally high level of care and support for their service. There will be extensive in-house training provided for the role on the systems which are unique to Smartnumbers. Formal external training will be provided for the more standard aspects of our infrastructure. After approximately 6+ months experience, you will be required to participate in the monthly on-call rota.

What you'll need for the role

Smartnumbers values diversity of experience. Candidates should have a strong combination of several of the following skills, competencies and experience:

• Working within the NOC teams to build and support Smartnumbers services for our customers
• Liaising with 3rd party suppliers during fault and maintenance conditions
• Supporting network changes and upgrading projects, assigning milestone tasks and ensuring deadlines are met
• Providing status reports to our NOC Team Manager and wider L1 & L2 team in the instance of an incident
• Be an expert in the products and services that Smartnumbers offers
• Work on projects set by the Manager as well as handling business as usual workload
• Be able to handle escalations and write up root cause analysis reports with assistance from the L1 team
• Provide technical support as part of the delivery process and aftercare
• Confidently bring resolution of service issues and effective escalation of these issues as required
• The ability to work independently and take ownership of tasks, using initiative and critical thinking to resolve customer issues
• Provide accurate, valid and complete information by using the right methods and tools
• Provide support for porting number ranges to and away from our networks
• Build strong and positive relationships with customers and ensure you are managing expectations at all times with both internal and external customers
• Champion the customer as part of the delivery process, taking a proactive approach to all aspects of customer delivery
• Identify areas of improvement and champion their resolution
• Assisting with the planning of network changes and upgrading projects, assigning milestone tasks and helping to ensure deadlines are met
• Train internal and external customers on the use of our products and services
• Producing and collating management reports for the Manager
• Once trained, enter into our on-call rotation to resolve critical alerts out of hours
• Call Health Monitoring: Utilise advanced monitoring tools to continuously track call health, identifying potential issues and bottlenecks
• Alert Handling: Respond to alerts and alarms promptly, assessing the severity of issues and initiating appropriate troubleshooting procedures
• Basic Troubleshooting: Diagnose and resolve straightforward network issues, escalating more complex problems to higher-tier engineers when necessary
• Documentation: Maintain detailed records of incidents, actions taken, and solutions applied, ensuring transparency and knowledge retention
• Escalation Support: Collaborate with higher-tier NOC engineers to resolve complex network problems, facilitating swift incident resolution
• Customer Communication: Provide clear and concise updates to customers and internal stakeholders regarding incident status and resolution progress

Do you have experience in VMware?, Must have

• Excellent general aptitude with a desire to learn new technologies
• Ability to troubleshoot technical issues with a logical and systematic approach
• Willingness to work outside of normal hours and occasional travel to remote sites
• Ability to take ownership of unfamiliar tasks, and escalate effectively
• A good working knowledge of IP, Ethernet, routing and switching within LAN/WAN/Data Centre/ Public Cloud environments is also essential
• Previous experience working within an SLA driven environment
• Excellent customer service skills

Nice to have

• Knowledge of SIP Interconnects. Telecom experience
• CCNA or equivalent qualification.
• VMWare exposure. 5.5 > 7.0
• Linux administration experience
• Windows server administration experience
• Relevant further or higher education certificates
• AWS Experience

You'll be joining one of our fastest evolving teams, providing technical expertise at a junior level in problem management, technical escalation, and liaison with Technical Solutions and Software Engineering teams. The NOC team behaves as a second level of escalation.

As well as a competitive salary of circa £33k per annum, we also offer a comprehensive benefits package, covering a variety of areas, both professional and personal. These benefits include:

• Hybrid working style, with the expectation of two days in the office (with a great City of London office base!)
• Family friendly benefits including paid parental leave policies
• An extensive health insurance policy for you, withan optionto add your family members
• A workplace pension withHargreaves Lansdown
• Life insurance of 4 x your salary
• A discretionary annual bonus of up to 10% of your salary
• Weekly self-development time to spend exploring your professional development interests
• 25 days of annual leave (plus bank holidays), your birthday off, and an opportunity to buy up to 5 days annual leave per year
• A holistic wellbeing support plan encompassing a variety of offerings toassistyou. We provide you with a monthly £50 allowance to fund activities to best support your wellbeing as well as workshops and training to provide tools and guidance. Additionally, there is a wide-ranging employeeassistanceprogramme available to advise on personal,familyor financial matters,and alsofun social events during the year.

We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, it costs the UK nearly £7bn and represents 40% of all crime. Too often the solution has been to put in place cumbersome authentication processes that frustrate genuine customers, cause inefficiencies for organisations and fail to prevent fraud. We are changing this by providing organisations with real-time insight into the risk of a caller. We combine patented machine learning technology with our deep domain knowledge to prevent contact centre fraud. We recognise that we need to work together to fight fraud, that is why we have fostered strategic partnerships with leading global organisations like Amazon, BT, Genesys and NICE. Together, we protect the UKs largest retail banks, investment banks and emergency services. We also believe in developing our people and developing high performing teams, reflected by our Platinum Investors in People accreditation.