Global Network Operations Center - Engineers

About the role

The Global NOC Engineer is part of the Service Assurance Team at BSO, at the heart of ensuring that the services customers have bought are delivered and maintained to the highest levels of availability and quality. The primary responsibility of the role is to drive the incident and change management processes across all BSO products and services. This involves dealing with customers and suppliers on a day-to-day basis, ensuring expectations are exceeded across the board. The role operates on a shift basis with on-call and emergency cover as necessary.

Key responsibilities

• Be the customers' central and first point of contact, from initial query to final resolution, providing excellent communication and customer service skills throughout
• Proactively manage and troubleshoot all customer issues – Incidents, Service Requests, and Changes in line with business processes
• Ensure follow-up for all level 1 and 2 support queries
• Take ownership of user problems and be proactive when dealing with user issues
• Build key customer relationships, develop ongoing rapport and build trust in the company
• Investigate technical faults up to skill level, requesting assistance from other technical engineers whilst retaining full ownership to resolution
• Maintain accurate and detailed audit of all actions and communications within the customer-facing call logging system
• Escalate complex issues to appropriate teams or third parties in a professional and timely manner, ensuring incidents are kept within strict SLA timescales
• Help ensure accurate and detailed information of the global network is maintained within company systems
• Drive improvements in the incident and change management tools and processes to improve customer experience and operational efficiency

About you

• CCNA certification required
• Ability to take ownership of supplier maintenance notifications through to resolution. Ability to assess the impact of maintenance on the wider network and raise concerns where applicable
• Ability to engage with customers to seek proactive preemptive works to ensure service is maintained
• Ability to assist in ensuring internal change management process is followed, including assisting in holding CABs and ECABs when necessary
• Ability to assist in post-change assessment process and fulfil a quota of post-change checks
• Ability to complete requested reports for both internal and external customers
• Commitment to seeking continuous improvement on both personal and departmental operating process levels