2nd Line Fibre Network Support Engineer
Job Description
Floor 8, Exchange Tower, 19 Canning St, Edinburgh EH3 8EG
Job Title: 2nd Line Technical Support Engineer
Location: Edinburgh Office Hybrid
Work Pattern: 37.5 hrs per week, based on a rotational shift pattern between 8am – 8pm
Benefits: 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching
Responsibilities
- Troubleshooting, solving and documenting advanced technical incidents and problems related to company products and services
- Acting as an escalation point and incident manager of significant network events
- Providing support to the Technical Support Manager through major incidents
- Providing support and leadership to all members of the operational workforce
- Regularly updating senior leadership on current incident and problem workload, owning and escalating faults to resolution
- Liaising with internal and external users to ensure incidents and problems are fully understood across a variety of stakeholders
- Highlighting and escalating major outages to ensure key decisions are made swiftly and decisively
- Network configuration and support across the estate, including backup management, configuration management, systems administration and related tasks
Qualifications
- Experience in networking principles including TCP/IP
- Extensive experience in managing customer user problems
- Hands on experience in switching and routing
- Knowledge and understanding of an ISP FTTP / FTTC network
We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation.
