Junior NOC L2 Engineer

About Smartnumbers

We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, it costs the UK nearly £7bn and represents 40% of all crime. Too often the solution has been to put in place cumbersome authentication processes that frustrate genuine customers, cause inefficiencies for organisations and fail to prevent fraud. We are changing this by providing organisations with real-time insight into the risk of a caller.

We combine patented machine learning technology with our deep domain knowledge to prevent contact centre fraud. We recognise that we need to work together to fight fraud, and we have fostered strategic partnerships with leading global organisations like Amazon, BT, Genesys and NICE. Together, we protect the UKs largest retail banks, investment banks and emergency services. We also believe in developing our people and building high performing teams, reflected by our Platinum Investors in People accreditation.

Network Operations Centre team monitors the components of our SaaS network infrastructure, ensuring it runs efficiently, delivering the high availability of our products. We are looking for a junior member who will take responsibility triaging customer queries and incidents, managing configuration, deployment, maintenance, and actioning alerts for all mission critical systems. You will be expected to take the first step in troubleshooting the various situations that may arise and provide technical support to our customers.

The ideal candidate will have a wide and varied skill set but does require IP networking experience. Our estate is both multi-site on premise and cloud based, using continuously evolving technologies in a highly agile environment. The size of customers we have demands an exceptionally high level of care and support for their service. There will be extensive in-house training provided for the role on the systems which are unique to Smartnumbers.

Formal external training will be provided for the more standard aspects of our infrastructure. After approximately 6+ months experience, you will be required to participate in the monthly on-call rota.

Smartnumbers values diversity of experience. Candidates should have a strong combination of several of the following skills, competencies and experience:

• Working within the NOC teams to build and support Smartnumbers services for our customers
• Liaising with 3rd party suppliers during fault and maintenance conditions
• Supporting network changes and upgrading projects, assigning milestone tasks and ensuring deadlines are met
• Providing status reports to our NOC Team Manager and wider L1 & L2 team in the instance of an incident
• Be an expert in the products and services that Smartnumbers offers
• Work on projects set by the Manager as well as handling business as usual workload
• Be able to handle escalations and write up root cause analysis reports with assistance from the L1 team
• Provide technical support as part of the delivery process and aftercare
• Confidently bring resolution of service issues and effective escalation of these issues as required
• The ability to work independently and take ownership of tasks, using initiative and critical thinking to resolve customer issues
• Provide accurate, valid and complete information by using the right methods and tools
• Provide support for porting number ranges to and away from our networks
• Build strong and positive relationships with customers and ensure you are managing expectations at all times with both internal and external customers
• Champion the customer as part of the delivery process, taking a proactive approach to all aspects of customer delivery
• Identify areas of improvement and champion their resolution
• Assisting with the planning of network changes and upgrading projects, assigning milestone tasks and helping to ensure deadlines are met
• Train internal and external customers on the use of our products and services
• Producing and collating management reports for the Manager
• Once trained, enter into our on-call rotation to resolve critical alerts out of hours
• Call Health Monitoring:
  Utilise advanced monitoring tools to continuously track call health, identifying potential issues and bottlenecks
• Alert Handling:
  Respond to alerts and alarms promptly, assessing the severity of issues and initiating appropriate troubleshooting procedures
• Basic Troubleshooting:
  Diagnose and resolve straightforward network issues, escalating more complex problems to higher-tier engineers when necessary
• Documentation:
  Maintain detailed records of incidents, actions taken, and solutions applied, ensuring transparency and knowledge retention
• Escalation Support:
  Collaborate with higher-tier NOC engineers to resolve complex network problems, facilitating swift incident resolution
• Customer Communication:
  Provide clear and concise updates to customers and internal stakeholders regarding incident status and resolution progress

Key…