Network Operations Engineer L1

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Requirements:

• Proven experience in a network operations centre, ideally in the ISP/Telecoms industry
• Proven experience on incident management processes and prioritisation
• Working knowledge of monitoring systems, network management platforms

Responsibilities:

• Utilise monitoring systems to proactively identify and resolve potential issues
• Conduct a first line analysis of incidents including collection and analysis of relevant diagnostics
• Craft clear and meaningful internal and external stakeholder incident communications
• Work with internal stakeholders and customer site champions to carry out initial triage
• Be responsible for consistent, accurate and timely ticket management, including prioritisation, allocation and resolution
• Handle Customer calls into Network Operations whilst on shift
• Ensure detailed handover to next shift of all open issues and planned maintenance
• Undertake Network-related tasks including but not limited to configuration, network monitoring system maintenance and administration
• Maintain Infrastructure documentation and knowledge base development to improve team knowledge and troubleshooting
• Identify and assess customers’ needs to achieving and exceeding customer satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution