2nd Line Network Operations Engineer

2nd Line Network Engineer - Shift


Peterborough- Beechcroft

GBP24-27k per annum + 25% shift allowance & 5% bonus

This is an exciting time to be joining Virgin Media as a 2nd Line Network Engineer. We are delivering the biggest investment in the UK's digital infrastructure for over a decade, with a programme to extend our ultrafast broadband network and brilliant Virgin TV to millions of homes and businesses. We're challenging our competitors with the best service and fastest speeds.

Job Purpose

• Working as part of a shift team working 5 week shift pattern; activities required in the 224 mitigation program, involving per and post checks and reloading of devices for IOS upgrade. Any post reload issues would be owned and dealt with until handover to day staff.

• Support the shift team and provide high quality business customer support whilst handling faults and any other customer enquiries- providing both reactive and proactive service management across the Virgin media managed data products and business portfolio.

• Assign ongoing faults to appropriate technical escalation areas and notify line management of issues and problems requiring attention.

• Ensure that faults and technical enquiries are resolved within company service level standards and that excellent customer service is provided during that time. Be fully conversant with all systems used e.g. Remedy, HP NNMi, HP NA, NPM.

• Be fully conversant with all systems used e.g Remedy, HP NNMi, HP NA, NPM.

Key Responsibilities

224 Mitigation activities

1. Complete all activities in the 224 mitigation process during shift.

2. Ensure any issues arising from hsi activity are owned and resolved where possible until handover to day staff is possible

Customer Support and Fault Management

1. Undertake remote monitoring and 1st, 2nd and 3rd Line response / support on specified data network systems and customer premise equipment.

2. Provide 2nd and 3rd Line Support to the Fault Management Centre.

3. Instigate remote network management activities to minimise the effect on service of any network failure.

4. To produce and update electronic fault tickets for all network/CPE alarms and diagnose root cause, and effect on customer base.

5. Provide analysis of all events reported via Network Management Systems.

6. To ensure all routine activities are carried out as required on all systems, completing associated documentation accurately.

7. To assign ongoing faults to appropriate technical escalation areas, and notify line management of issues and problems requiring escalation.

8. To ensure that outstanding problems are escalated according to procedures and to continue to monitor and own outstanding problems ensuring that resolution is achieved in the shortest possible time.

9. Provide central support function to field staff and 3rd Party Support Engineers.

10.Be fully conversant with all systems in place, e.g. Remedy, HP NNMi, HP NA, NPM etc., and use as appropriate to produce high levels of accuracy and output.

11. Communicate with and have a working knowledge of other departments as required to ensure that all customer faults are dealt with speedily and efficiently

Required Critical Behaviours

1. To receive, log and resolve customer complaints, working towards Virgin Media and Ofcom guidelines.

2. To keep fully aware of all information changes and departmental communications to maintain high levels of service.

Provide support to managers, team members and other colleagues to ensure departmental service levels are met.

3. Ensure that customer's perceptions are managed effectively by maintaining a comprehensive knowledge of all policies, processes and procedures in place and ensure these are adhered to.

Required Key Skills

Ideally have 2 years' experience working in a 24 x 7 x 365 Network Operations Centre.

Must have technical experience of Data system techniques and principles as well as knowledge of Network Management Systems.

PC Literate with specific experience of MS Office applications.

Specific skills and vendor O&M training in either of the following network technologies: Cisco Router, Switches, Nokia Alcatel devices, Cienna Switches, Alcatel NTU's, Transmode Edu's.

Experience with Security monitoring and management preferably PKI Cryptography.

Must have knowledge of WAN/LAN infrastructure.

Must have knowledge of TCP/IP and routing protocols including RIP, EIGRP, OSPF, BGP.

Proactive and innovative self-starter

Attention to detail and the ability to manage technical issues to resolution, concise trouble shooting techniques.

Ability to communicate technical issues at various levels.

Ability to work under time constraints.

Good communicator, both orally and written.

Good customer facing skills at all levels required.

High level of flexibility due to 24 x 7 operations.

Required qualifications/ experience

ACADEMIC QUALIFICATIONS

GCSE/O Levels including Mathematics, English and Science/Technology

TECHNICAL QUALIFICATIONS

ONC or equivalent in Electronics or Telecommunications

HNC or equivalent in Telecommunications/Engineering

CCNA or equivalent

CCNP or equivalent (desirable)

Join and you'll be part of the Virgin Media family. We're a great place to work - and we offer impressive benefits too! You will get a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts across Virgin Media products ad Virgin brands!

Come and be a part of something special. Join us!

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