Job Details

Technical Support Analyst

Peterborough -Beechcroft Orton Southgate -C1350

Location: Peterborough

Operations

Salary: Full time, permanent Location: Peterborough

Full time, permanent

Location: Peterborough

Function:

Operations

Closing Date:

20/07/2020

Network Engineer
Peterborough

Job purposeThe role delivers in life technical support and incident management for Virgin Media Business managed solutions customers. Completing technical diagnostics and troubleshooting whilst managing the incident throughout. Ensuring the end to end service requirements are met with the goal to increasing customer satisfaction and improving the overall customer experience by offering a differentiated level of service

Responsibilities
  • Represents Virgin Media Business as a technical trusted advisor and go to customer contact for all technical and incident related queries
  • Deal with general inbound and outbound calls quickly, courteously and efficiently in line with departmental standards, policies and procedures to ensure that all department service levels and key performance indicators are met
  • Represents Virgin Media Business as a technical trusted advisor and go to customer contact for all technical and incident related queries
  • Deal with general inbound and outbound calls quickly, courteously and efficiently in line with departmental standards, policies and procedures to ensure that all department 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, accurate and punctual 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 prioritising tasks

Essential skills
  • Knowledge of general internetworking, TCP/IP principles & DNS to provide support to Virgin Media Business customer base
  • Experience troubleshooting STP, ACLs, VLANs, Multicast, VRRP, BGP, OSPF, RIP, MPLS
  • Experience working in a customer technical helpdesk / network support environment
  • Working knowledge of Microsoft Office applications (word, excel) and general PC skills
  • Network fault diagnostics and troubleshooting skills
  • 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
  • Strong written and verbal communication skills

Desirable skills
  • 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
  • CCNA / A+ and/or Network + industry certification
  • ITIL v3 / 2011
  • 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

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 to build connections that really matter.

We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.

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!