Network Management Technician

Network Rail; Stoke-on-Trent; Hybrid; GBP 29,000 - 31,000; Full time

Benefits offered by this job

Annual leave

Pension

Rail discount

Leisure travel discount

Travel loan

Station discounts

Flexible/hybrid working

Volunteer leave

Healthcare

GymPass discounts

Cycle to work

Parental leave

Job summary

Network Rail in Stoke-on-Trent is seeking a Network Operations Technician to monitor network systems, detect faults, and escalate complex issues. You will record fault details, manage tickets, and coordinate with multiple teams to drive swift resolutions and maintain service levels.

This role requires shift work (nights and weekends) and strong customer-facing skills. Band 6 salary is £26,000 plus a 15% shift allowance.

Qualifications

• GCSEs including English, Maths and Science.
• Experience of working in a high-pressured environment.
• Willing to work shifts (nights and weekends).
• Excellent customer facing skills.
• Basic understanding of fibre/copper transmission and digital radio telecommunications systems.

Responsibilities

• Monitor network systems and detect faults.
• Record fault details in the fault management system and tasking.
• Escalate issues to Tier 2 when needed and drive resolutions.
• Write fault reports to support ticket resolution.
• Prepare handover reports between shifts.
• Provide technical information and support for ongoing programmes.
• Act as first point of contact for telephone and email queries.
• Communicate promptly with customers and internal teams.

Skills

Fibre/copper transmission knowledge

Computer-based applications

Customer-facing skills

Working under pressure

Shift work willingness

Education

GCSEs including English, Maths and Science

Job description

Who We Are

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments.

We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support.

Some Of Our Great Benefits

We offer excellent benefits, including:

• Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
• Defined benefit pension scheme.
• 75% subsidy on rail and underground season tickets.
• Up to 75% off leisure travel for you and your family (subject to terms and conditions)
• Interest-free travel loan for train and car park season tickets.
• Discounts at stations with your Network Rail pass.
• Flexible/hybrid working arrangements.
• Volunteer leave to make a positive impact.
• Healthcare Scheme, GymPass discounts, Cycle to work plus more.
• We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments

Plus more.

Vacancy Details

Vacancy Type: Permanent

Working Hours: This role is shift based. You will work 18, 12-hour shifts over a 6-week cycle which is currently favoured by existing team members.

Location: Stoke-on-Trent.

Band & Salary: Band 6 £26,000 + 15% shift allowance.

About The Role

This role involves monitoring network systems to detect faults and alarms, carrying out initial investigations, and escalating more complex issues where necessary. It includes managing and updating fault records, ensuring incidents are resolved within agreed timeframes, and coordinating with various teams to drive resolutions. The position also requires producing reports, supporting ongoing projects with technical tasks, and ensuring smooth shift handovers. Additionally, it serves as the first point of contact for customer queries, providing timely updates and maintaining a strong focus on customer service and operational priorities.

What will you be doing?

• Perform Tier 1 network surveillance to identify alarms/ issues on the remote management terminals (i.e. Netcool, SCADA, FTN Transmission, GSM-R Radio and GSM-R Core Switching Element Managers) with a view to investigating or escalating to Tier 2 for in-depth technical analysis.
• Receive and record customer fault details in the fault management database, tasking these to the appropriate function and also recording the action taken and any resolutions achieved.
• Drive Trouble/Problem tickets through to resolution in accordance with agreed targets and related priorities driving committed engagement and commitments with all involved resolver groups and customers, utilising proactive internal and external resolution escalation as required.
• Construct/write fault reports to facilitate a strong focus on Trouble Ticket resolution.
• Compile handover reports to enable the smooth transition of operational issues/concerns/notes from one shift team to the next.
• Perform tasks in support of ongoing programmes. These may include providing technical information, test calls and related tasks.
• First point of contact for all telephone and email queries, making sure that these queries are directed to the relevant team/person.
• Provide prompt and timely response and updates to customer queries and fault reports, demonstrating strong awareness of their business needs/requirements and priorities.

Essential

Your experience and skills

• Basic understanding of fibre/copper transmission and digital radio telecommunications systems.
• Fully conversant with operating computer-based applications.
• Minimum of GCSE/ 'O' levels including English, Mathematics and Science.
• Experience of working in a high-pressured environment
• Willing to work shifts (roster includes nights and weekends).
• Excellent customer facing skills.

Preferred

• Experience of working on a telecommunication network.
• Experience of shift working

At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. In IT Services, we have a group of Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on D&I at Network Rail,

Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist - [e-mail]