Hybrid Junior NOC L2 Engineer

at Smartnumbers

• Job title: Junior NOC L2 Engineer
• Job type: Full Time
• Experience level: Junior
• Salary: £33,000 per year
• Degree requirement: High School Diploma
• Tech skills: Cloud, Swift
• Location requirements: Hybrid, London, United Kingdom

About the role

• Junior NOC L2 Engineer responsible for monitoring and troubleshooting SaaS network infrastructure. Supporting customer queries and incidents with extensive training at Smartnumbers.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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, with an option to add your family members
• A workplace pension with Hargreaves 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 to assist you.
• 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 employee assistance programme available to advise on personal, family or financial matters, and also fun social events during the year.