Job Description

JOB TITLE:

2nd Line Network Support Engineer

DIVISION/BUSINESS UNIT:

Operations Bridge

ACCOUNTABLE TO:

Chief Delivery Officer

OFFICE BASE:

Newbridge / Hybrid

SALARY:

30,000 - 35,000 (plus shift allowance)

This role requires the successful applicant to undertake shifts / unsociable hours

Company Profile

Commsworld is a leading UK Telecommunications Network Provider and ISP. Our aim is to be Provider of choice for digital connectivity solutions specialising in exceptional delivery to clients across all sectors.

We manage and control the largest privately funded Optical Core network in the UK with extensive on-net Metro reach. We further offer our clients a broad portfolio of Cloud, Security and Voice solutions delivering accessibility to client Applications and Data across the world. All supported by our strong in-house Service & Support capabilities, ISO accreditations and powerful accessible CRM portal.

Job Purpose

The Commsworld Managed Operations (CMO) function is primarily responsible for the proactive monitoring and incident management of Commsworld's critical customer connectivity and communication services (covering WAN, LAN, WiFi, Firewall and Telephony / UC services).

The "CMO" provides proactive management of any issues, incidents and change requirements over 24x7 / 365 days per year. The team are equipped to analyse and instantly invoke incident management procedures as required.

The core responsibility of the CMO is:

Proactive monitoring of networks, environment and servers
Incident Management

Availability management Applications monitoring Performance monitoring. Coordination with 3rd party network and hardware suppliers Intelligent eyes and hands

Key Responsibilities

As a minimum you may be called upon to undertake all or some of these activities as required

Working in a shift pattern of 12 hours per shift with other colleagues on a 4 days on / 4 days off basis (with approximately one in every 5 shifts being a night shift) you will:

Monitor Network Management System (Solarwinds) for any network alerts and respond accordingly

Check for planned outages

Check for power issues in the local area

Contact site

Raise ticket(s)

Troubleshoot network issues

Arrange site visits

Monitor Airwave for any WAP related alerts and respond accordingly

Check for planned outages

Check related equipment

Contact site

Raise ticket(s)

Troubleshoot issues

Arrange site visit

Attend sites out of hours

Aim to restore service during a fault

Power down/power up equipment as part of planned works

Ensure site documentation is correct

Escalate where necessary

First response to P1/P2 network tickets.

Investigate issue, making initial assessment and attempt to resolve

If unable to resolve, pass to 3rd Line engineers or log out to 3rd Party

Provide regular updates in accordance with KPIs

Escalate where required

Manage Network tickets

Assess new tickets, work on 1st engagement fixes, and assign accordingly where required.

Ensure ownership of tickets and pass child-tickets to resolver groups where required

Escalate where required

Change Management

Monitor and manage planned outages and customer communication.

Knowledge / Skills / Background / Qualifications

Demonstrable experience of supporting customer ICT and Network Infrastructure (both remotely and physically). Knowledge and experience of working to ITIL Best Practice in respect of Incident, Change and Problem Management. Experience of HP and Juniper routers, switches and WAP's

Additional Information

Experience of working with Public Sector customers is desirable. Experience of working within the Telecommunications sector is desirable. Location within the central belt of Scotland is desirable.
Job Type: Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Additional leave Company pension Cycle to work scheme Employee discount Free parking Health & wellbeing programme Life insurance On-site parking Referral programme Work from home
Schedule:

Day shift Monday to Friday Night shift Weekend availability
Application question(s):

3 years experience - Network Management System (Solarwinds)
Work Location: In person