Senior Services Engineer

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Our Growth is Creating Great Opportunities!

Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!

Thanks for your interest in working on our team!

We are currently looking for a highly motivated individual to join our Services team in the UK.

Main purpose of the position:

• Customer engagement as technical support expert in Telecommunication Infrastructure environment
• Provide high quality technical support service towards assigned key customer. The main customer interfaces are NOC engineers, network operations department and engineering department.
• Services engineer is responsible to fulfil contracted SLA response times related technical query, trouble resolution and emergency service.

Principle Tasks:

• Customer interaction, providing customer support at a technical expert level for Telco equipment in the Fixed Access domain
• Responsible for fulfilment of stringent contracted SLA response times for technical queries at differing severity levels e.g. Minor, Major and Critical
• Own technical queries (trouble tickets) through to resolution with the customer by ensuring regular and accurate system updates
• Prioritise work based on customer and business impact
• Escalate to R&D when needed via the formal process, while retaining overall responsibility for the trouble ticket and associated SLAs
• Trouble shooting and fault reproduction
• Perform software download and delivery tasks for customers
• Write customer specific documentation and procedures as required
• Setup and management of local test bed facilities
• Execution of Network Upgrade/Updates (in night shifts) in accordance with agreed plans
• Collaborate with other service teams to investigate product faults and help drive improvements with R&D
• Provide technical documentation for new releases to internal and external customers
• Understand customer targets on introduction of new releases and process for acceptance via lab and field testing
• Participate as an expert in own technology area in customer projects
• Member of 24/7 on call rota (typically 1 week per month) for Emergency/Critical faults
• Develop good working relationships and share knowledge within the wider services team
• Application of Quality System procedures and practices

Supplementary Tasks:

• Other duties as assigned

Knowledge, skills and experience required

• Background in Telecommunications / Engineering Degree
• Proven Experience as a Technical Support Engineer (specifically network infrastructure) in a Service provider environment
• Proven experience of Management Systems associated with Telco Infrastructure i.e. DSLAMs and Switches
• High level of technical competence in the Fixed Access domain i.e. xPON technologies and familiarity of customer OSS systems and associated protocols e.g. SOAP
• Experience of and willingness to work in 24*7 on call emergency rota
• Hands on experience including Configuration of Access Network Infrastructure, Customer Premises Equipment and Testing Methods/Test Equipment
• Able to work under high customer pressure
• Strong organizational skills and attention to detail
• Very good verbal and written communication skills
• Positive attitude and work ethic with a high degree of personal initiative
• Ability to train and mentor less experienced engineers or new hires

Scope of employment

• Fulltime / Permanent
• DBS check will be required (to arrange)

Primary location of job

• Office based (York or Basingstoke), hybrid working or remote working