Job Description

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About Smartnumbers

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.

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What you'll be working on

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.

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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

Key Skills & Attributes


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.####

What we can offer you

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.
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The application process

We have a simple 2 stage interview process, following an initial short phone call with the hiring manager:



Interview with Service Operations Manager and NOC TeamManager Culture focussed stage including a Bar-raiser Interview and HR Interview

Smartnumbers is committed to promoting equal opportunities in employment. You will receive equal treatment regardless of age, disability, neurodiversity, gender, gender identity, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex and sexual orientation. We welcome all applications for this role.



We are committed to providing reasonable support/adjustments in our recruiting processes. If you need support, please reach out to the hiring contact.



Please see our privacy notice: https://smartnumbers.com/privacy-notice/####

About us

We help companies in the fight against fraud. Our solutions help protect organisations from downstream fraud by ensuring the contact centre stays secure. Through our consortium of customers and partners, we enable organisations to work together to fight fraud by sharing intelligence and best practice.



As a software company with a telecommunications pedigree, we create market-leading security solutions for the contact centre. It's why more than a thousand organisations trust us to help them fight fraud.



Our cloud-based AI-powered platform uses direct access to the carrier network, shared data on known fraudsters from our consortium and machine learning technology to protect your contact centre and your customers.



Find out more on how Smartnumbers helps organisations to prevent fraud and authenticate customers in one go here.