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Network Operations Centre (NOC) Technical Support Engineer

Brief Description of the Role

An office based role providing an escalation point to the customer service representatives and practical hands-on support in the Customer Service Centre to ensure that technical faults and/or requests are professionally responded to.

Perform routine maintenance, monitoring and testing to maintain network integrity.

Respond to Service Delivery tasks provisioning, modifying and deleting customer services.

Where required, assigning requests to specialist resource and/or escalating to service partners / suppliers.

To operate and contribute to the development of hSo's interface/fulfillment processes, guidelines and systems to ensure we out perform our competition and constantly exceed customer expectations.

To positively contribute to the fulfillment 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 our core Customer Service Centre team and the main non-face-to-face interface point with customers, you will be expected to:

  • troubleshoot and resolve fault escalations; acting as an internal point of escalation for technical issues
  • perform day to day management of all network infrastructure and service provision components
  • use network management tools to monitor network status, and ensure maximum network and service availability
  • provision, modify and delete customer services
  • configure and test equipment, pre-installation
  • co-ordinate planned works on the operational network, ensuring they are carried out in a controlled, timely manner with minimum service downtime
  • liaise with other groups involved in the delivery of service, including external suppliers and third party maintenance organisations, to improve performance and resolve service downtime and network problems
  • maintain a thorough knowledge of the procedures, products and services offered by hSo
  • contribute towards technical training / induction documentation, technical guides and publications within the Customer Service Centre as required
  • undertake specific projects and tasks within the Customer Service Centre environment
  • present a positive, helpful, resourceful "can-do" image to customers, suppliers/partners and fellow staff, consistent with the customer service centric values of the Company
  • proactively handle customer queries by keeping them fully informed of progress, enduring that requests are answered/fulfilled to the customer's complete satisfaction in each and every instance
  • act as a main interface with our service partners, ensuring that incidents which need to be passed to them for resolution are done so professionally with a view to rapid response in accordance with agreed SLAs and to project manage the same to successful resolution
  • liaise with internal teams and external Partners to hilight & resolve operational issues/improve performance
  • to identify and develop personal areas of lack of knowledge in order to offer the most effective and efficient service to our customers

CANDIDATE PROFILE

The ideal candidate must be/have:-

  • a degree level or equivalent standard of education preferred
  • a minimum of 3 years working experience with a helpdesk / NOC environment, ideally within ISP / Telecoms industry
  • technical profiecency, as outlined below
  • a professional attitude towards solving customer issues
  • empathy for customers, be personable, friendly and approachable
  • excellent communication skills (both written and verbal)
  • proven ability to assess situations as they arise, identify the issues, propose possible solutions and see incident through to satisfactory conclusion
  • the confidence to respond to and resolve technical requests
  • a methodical and systematic approach to problem solving with an eye for detail
  • self discipline to perform routines and essential network maintenance
  • a self-starter capable of prioritising his or her own workload and handling multiple tasks in parallel
  • prepared to work 12.5 hour shifts including nights, weekends and public holidays
  • live within easy commuting distance of hSo's offices in City Road, EC1Y 1AA.

TECHNICAL SKILL REQUIRMENTS

The ideal candidate must have:

  • a good mix of technical and inter-personal skills
  • a CCNA and/or MCSE qualification
  • 2 Years experience installing support and troubleshooting Windows 2000/2003
  • 2 years experience installing, configuring and troubleshooting MS Exchange 5.5 / 2000 / 2003
  • 1 years experience setting web servers (including the setup, configuration, administration and troubleshooting of IIS)
  • Familiarity with migration tools / techniques for MS Exchange

Areas of technical expertise should include a good selection from :

Internetworking

  • Email
  • DNS resolution / routing
  • Web server
  • Proxy
  • Firewall - Security - Netscreen
  • IP VPN
  • WAN

Connectivity

  • Routing (Layer 2 and Layer 3)
  • Broadband (xSDL)
  • Troubleshooting
  • Monitoring

Protocols

  • TCP/IP
  • OSPF (would be an advantage)

Devices

  • Routers (Riverstones)
  • Switches (Cisco)
  • Network cards

Monitoring and Troubleshooting

  • Ping, traceroute, etc
  • Protocol analysers
  • Syslog
  • SNMP
  • RADIUS
  • Telnet and command line
  • Interfaces

UNIX

  • Shell script knowledge
  • Commands and concepts

In addition, the following are advantageous:

  • Linux admin skills
  • be fully and demonstrably proficient in the design and delivery of customer solutions including, but not exclusively, the following; Internet Access, Firewall, IP-VPN, Web Hosting, Microsoft Exchange, IP Telephony and traditional Voice solutions

WORKING HOURS

Based on shift work to ensure the customer service centre is manned continuously 24 hours a day. 12.5 hour shifts, 4 on 4 off shift rota.

The requirements of your employment do call for some flexibility and you will be expected to work different hours from time to time.

SALARY AND BENEFITS

Salary: Salary is dependent on candidate qualifications, experience and proven skill set.

Shift Allowance: A shift allowance is paid in lieu of unsociable working hours.

Bonus: A 10% annual incentive compensation bonus may also be available to you, subject to you achieving certain performance criteria, set by the business from time to time.

Share Options: You will also be entitled to participate in the company's Share Option scheme.

Pension: If you contribute 3% to 5% of your basic salary to the hSo Pension Scheme, hSo will match your contributions.

Private Healthcare: hSo will buy you health insurance covering in patient and out patient treatments. This may cover such things as consultant fees, hospital charges, physiotherapy and MRI/CAT scans

Permanent Health Insurance: We pay for insurance, so that should you fall ill and be unable to work for three months or more, you will receive 75% of your basic salary until you get better or reach retirement age.

Life Assurance: In the even of your death, your nominated beneficiary would receive 4 times your basic annual salary.

Holiday Entitlement: 16 days (based upon the 12.5 hour shift pattern) paid leave per year + bank holidays. This rises by one day of paid leave for each year you are employed, up to a maximum of 18 days (based upon the 12.5 hour shift pattern) + bank holidays. You are entitled to a pro rata proportion of such holiday entitlement in the calendar year of your joining and leaving our employment.

Detailed terms and conditions govern the schemes and policies mentioned above.

APPLY

If you're interested in working for hSo, please send your CV and a covering email to nimesh.patel@hso.uk.com

hSo is not interested in hearing from Employment Agencies and Recruitment Consultants. We prefer suitable candidates to contact us directly.


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