Job Details

Network engineer

Peterborough -Beechcroft Orton Southgate -C1350

Location: Peterborough

Operations

Function:

Operations

Closing Date:

24/04/2019

Network Engineer

Location - Peterborough – PE2 6YS

Salary - £24,500 p.a + benefits

This is an exciting time to join Virgin Media as a Network Engineer as you deliver in life technical support and incident management for Virgin Media Business customers. You will complete technical diagnostics and troubleshoot whilst managing the whole process, ensuring the end to end service requirements are met with the goal of delivering a WOW customer experience.

What does a Networking Engineer do?

  • You demonstrate and promote a clear understanding of the importance of excellent customer service striving to exceed expectations and deliver a WOW experience.
  • You will demonstrate technical ability, knowledge and experience to quickly diagnose and resolve customer incidents.
  • You will be cool under pressure and have the ability to work in a high pressure environment offering solutions as well as identify root cause to incidents and problems
  • You will be able to work collaboratively across Virgin Media Business, Technology and Innovation functions
  • You will take ownership & responsibility for the management, escalation and communication of all incidents to ITIL standards
  • Contribute to the vision goals of Virgin Media Business

Principle Responsibilities

The successful candidate will be responsible for the execution of the following:

  • Represents Virgin Media Business as a technical trusted advisor and go to customer contact for all technical and incident related queries.
  • Deal with inbound and outbound calls quickly, courteously and efficiently in line with departmental standards, policies and procedures to ensure that all service levels and key performance indicators are met.
  • Takes ownership of any incident or network issues – leading and driving restoration by engaging the right teams and leaders from across the organization at the right time.
  • Play an active part in the Incident Management process, owning service issues until resolution
  • To complete detailed technical / incident diagnostics utilising appropriate technical diagnostic toolsets available.
  • Proactively monitor and manage warnings/alerts/alarms generated by the OSS Toolset and re-acting accordingly
  • Provide remote technical support to engineers completing site visits.

    Responsible for clear communications to internal stakeholders and customer facing teams.

  • Responsible for effective internal and third party partners / vendor escalation and manage technical interaction in support of the solution.
  • Responsible for chairing and driving management and/or technical conference calls with all required stakeholders.
  • Ensure all SLA and OLAs are achieved and escalation processes adhered to.
  • Ability to work efficiently in a high demand, virtual team, and fast-paced environment

Required Critical Competencies and Behaviours

  • Strong written and verbal communication skills, ability to forge strong working/business relationships across multiple locations
  • Strong vendors management skills in service oriented based environment
  • Positive, can-do attitude and passionate about increasing customer satisfaction
  • Excellent all-round trouble-shooter with a logical and methodical approach
  • Understands the relevance of own area of responsibility/specialism to the customers’ requirements and advises on scope and options for continuous operational improvement 

Required Key Skills

  • Knowledge of general internetworking, TCP/IP principles & DNS is essential to provide support to Virgin Media Business customer base
  • Knowledge of Infinera / Ciena Transmode systems, Alcatel, Cisco and Netgear router/switch, IPVPN, Ethernet and SD-WAN technology is a desirable
  • Knowledge of traditional and IP Voice is desirable
  • Network Monitoring tools such as HP OpenView, Solarwinds, Nagios and Network Performance Manager desirable
  • Network fault diagnostics and troubleshooting skills are essential.
  • Exposure to incident management systems such as Remedy is an advantage.
  • Customer service experience, NVQ or equivalent, is desirable – positive, can-do attitude and passionate about increasing customer satisfaction
  • Ability to engage with our 3rd parties and key interfaces
  • Strong KPIs monitoring capabilities and skill sets
  • Ability to work efficiently in a high demand, virtual team, and fast-paced environment prioritising tasks

Required Qualifications/ experience

  • CCNA / A+ and/or Network + industry certification is essential.
  • Academic Qualifications - GCSE/A Levels including Maths, English and Science/Technology or equivalent.
  • ITIL v3 / 2011
  • Experience troubleshooting STP, ACLs, VLANs, Multicast, VRRP, BGP, OSPF, RIP, MPLS
  • Networks: TCP/IP, Ethernet LAN, ISDN WAN, PPP, routers, Cisco Access Path, Virtual Access router configuration, Access Lists, LAN and Wireless technologies
  • Protocol knowledge, SMTP, POP3, IMAP4, MIME, HTTP, HTTPS,WCCP, ICP, DNS, FTP and SSH
  • Experience working in a customer technical helpdesk / network support environment for a minimum of three years is essential.
  • Customer service experience, NVQ or equivalent, is desirable – positive, can-do attitude and passionate about increasing customer satisfaction
  • Working knowledge of Microsoft Office applications (word, excel) and general PC skills

We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options.

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! 

Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology so they can do more, be more and have more fun.   Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you.

Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play.  You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.

You can find out about all benefits in full here.

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