Network Engineer

The operations team are at the heart of what we do, dealing with our customers and suppliers on a day to day basis ensuring we exceed expectations across the board. You’ll be fully exposed to a full range of technologies; such as MPLS (LDP/RSVP/MPLS-TP/SR), IP (BGP/OSPF) and Transmission (DWDM/OTN) across a multitude of vendors (primarily Extreme, Juniper, Nokia and Infinera/Coriant). We’re looking for confident individuals who are happy to take ownership of projects and faults from being reported to full resolution. You will be a key team player, willing to support others and assist wherever necessary to achieve team goals.

You will have strong analytical skills, being able to investigate faults to ensure quick and correct resolution whilst being developed by the engineering and architecture teams on a daily basis. You will have a strong customer service background, being able to handle tough situations when complex network issues arise. You will be able to manage customer communication in due times, supporting the customer journey through BSO.

We can offer you strong development, regular 1-2-1s with senior engineers and exposure to a range of service provider network technologies.

• Be our customers’ direct point of contact during service delivery, from initial provision contact to handover. Providing excellent communication and customer service skills throughout. Complete both technical delivery and ordering of third party services where required.
• Proactively manage escalated customer issues - Service Requests and Changes in line with business processes.
• Build up key customer relationships, develop an ongoing rapport and build trust in our company.
• Investigate technical faults up to skill level, requesting assistance from other technical engineers where required.
• Escalate complex issues outside your team and to any third parties in a professional and timely manner ensuring projects are kept within strict SLA timescales.
• Help ensure accurate and detailed documentation of the global BSO network in company systems. Helping to complete requested reports both internal and customer facing.
• Seek continuous improvement on both a personal and departmental operating process level.

• Strong customer service skills, including excellent written and verbal communication. Must be fluent in English.
• Able to build and maintain strong working relationships with customers, suppliers, and a globally based team of colleagues.
• Strong troubleshooting skills, with an analytical and appropriate approach to resolving identified issues; utilising all available information sources / tools.
• Experience of working within a support / troubleshooting network environment: firewalls/security, routing and switching (IGP [BGP/OSPF], MPLS [LDP/RSVP/MPLS-TP], VLANs etc), DWDM/Layer 1. Beneficial to have exposure to Juniper, Extreme, Fortinet, Cisco and Coriant/Infinera networking equipment.
• Understanding of IXPs and tier 1 providers.
• Understanding of cloud networking, particularly direct connect technologies.
• Experience of working with data centre providers and remote hands engineers.
• Understanding of the TCP/IP stack and OSI model.
• Ability to be an active and important member of a multi-skilled team, working alongside escalation level engineers / architects.
• Must have a flexible and positive attitude with the ability to thrive within a strong and engaged team
• Looking to build a career in your field, with the assistance of the business to help you grow.