Network Operations Engineer L1

About us:

Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

The role purpose​​

We are looking for a talented Network Operations Engineer to join our busy NOC team. Reporting to the NOC Manager they will be responsible for frontline management of incidents, communications and escalations during a shift. This is a hands-on role, working with public and private cloud services, large enterprise wired and wireless network infrastructures through to end user troubleshooting.

Key Responsibilities ​

Your day to day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion.

• 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

Customer Driven:

• 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

About you…​

​You will be a proactive and driven individual, with the ability to dedicate yourself to persisting with any problems that arise. You value knowledge and are able to contribute to an evolving network operations function. You are excellent at working with people and always strive to provide a customer driven approach. We are looking for someone that:

• Ability to work individually and as part of a team, potentially covering extending working hours
• Desire to learn new technologies, develop advanced networking skills and share them across the team
• Strong desire and knowledge to work within Internet Service Provider industry and in a close-knit team
• Excellent verbal and written communication skills

Your experience…

• 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
• Ability to multi-task and deal with a combination of fault types at any given time

It would be nice to also have…

• Technical knowledge of Wireless Technologies
• Have an understanding of RADIUS protocol
• Have an understanding of WiFi standards and general Wireless principles
• Have an understanding of security protocols and firewalls

Qualifications

Desirable

• CCNA or equivalent in experience

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.

At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience.