Network Support Engineer (Nokia / Juniper) in Birmingham

Job description

This is an excellent opportunity for a Network Engineer with Nokia and / or Juniper 2nd level support experience, who enjoys learning and working with new technology. You will join our growing Engineering Team, responsible for providing technical solution support for Highways England NRTS network.

The position is home based but 1-2 days a week may be required in Quinton, with some travel (1-5 days a month) to Wellingborough and Coleshill.

Reporting to the Team Leader, you will be responsible for providing 2nd level support to a Nokia and Juniper network environment. You will responsible for responding to problems escalated via the NRTS Service Desk / Network Operations Centre (NOC) and progressing issues until closure to the customer's satisfaction. This will involve liaising with the NRTS NOC, field operations & maintenance / customers during the life of the open problem, endeavouring to meet customer contractual SLA's / KPIs. You will be required to participate in a 24-hour call out rota for outside of normal working hours (8.30am - 4.30pm). This will mean 1 week in every 4 weeks you will be required to be on call 4.30pm - 8.30am, including weekends and bank holidays.

Role responsibilities to include:

Updating and documenting Service Requests on a Remedy system
Maintaining up to date product and technology knowledge
Escalation of product defects to the appropriate Business Division or third parties.
Attendance at customer meetings, build relationships, customer trust, manage difficult situations, and negotiate conflict resolution
Advocate for the customer during system outages/impairments and priority setting towards telent for open issues
Maintain customer satisfaction by providing services that are fully compliant with the KPI
Deliver Level 2 technical support; synchronize and communicate between Technical Support team, NOC and customer. Ensure proper customer follow-up and escalation
Facilitate identification of control mechanisms and critical action/recovery paths for system components
Assist on providing Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues/outages in the customer network
Adhere to internal OLAs
Conduct network performance analysis in order to assess the impact of a problem and to solve customer service-related issues
Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication towards the transformation team. Follow up with the transformation team to support scheduling and implementation

Skills, experience and qualifications required:

Experience of providing 2nd line support to Nokia and / or Juniper networks
Technical understanding in a number of the following disciplines: Network Routing Protocols (OSPF, BGP, ISIS, MPLS), Optics (DWDM, CWDM), Network management Protocols & Voice and Video over IP
Understanding in the following technologies / equipment advantageous: Linux (Sun/Solaris, HP & RedHat), Nokia & Juniper Product range (Service Routers, Optics, SRX, ), Alcatel Lucent Enterprise (685x, PCX, RAD), One Access (1423), Telindus (Centauri, Centinel, SCI Server, Solo), Juniper (EX4300, MX104, MX480), Actelis (ML622, ML540,ML684, Actelis EMS)
Cisco CCNA or JNCIA certified
Eligibility for SC clearance
Prepared to join the 24-hour call out rota

The NRTS project:

Highways England have awarded telent the contract for the operation and management of NRTS2 (National Roads Telecommunication Services), NRTS is the network of communication and control that Highways England uses to monitor and manage England's motorways and major trunk roads, it is a critical component of national infrastructure supporting the country's 4,400mile strategic road network.

The contract includes a major technology transformation programme in addition to general maintenance and management of the network; The transformation programme comprises of 11 technology projects, including the introduction of new wireless and IP CCTV services, new management systems and the next-generation upgrade of all technology, this will ultimately enable Highways England to prepare for the future and enable safer roads, more efficient delivery and a better road user experience.

Excellent Employee Benefits:

telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:

On-call allowance and uncapped overtime for call outs
33 days holiday, including public holidays, plus the option to buy or sell five days each year
Company pension scheme
A range of family friendly policies
Occupational health support
Discounts on Cinema, Restaurants and Shopping with telent Reward schemeWe reserve the right to close this vacancy once we have received sufficient applications.

telent is an equal opportunities employer and is committed to diversity and inclusion

Extra information

Status

Closed

Education Level

Secondary School

Location

Birmingham

Working hours per week

0 -

Type of Contract

Full Time Jobs

Profession type

Customer Service

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English