NOC/NSCC Technician I

Transaction Network Services (TNS); Sheffield; On-site; GBP 30,000 - 48,000; Full time

Job summary

Transaction Network Services (TNS) invites you to join the Global NOC to monitor networks, manage incidents and provide first line support. You will engage in escalation, ensure high availability of customer connectivity and deliver timely resolutions to incidents across the TNS network.

The role demands proactive problem solving, strong communication with internal and external teams, and hands-on ticketing and change-management across partner networks to sustain service quality.

Qualifications

• Experience in a Technical Support/Network Operations environment.
• Experience with a ticketing system (Remedy or Salesforce).
• Experience/knowledge of IP networking and WAN network protocols.
• Knowledge of DSL, Wireless and Ethernet circuit technologies.
• Understanding of GPRS, LTE and VPN technologies.
• Analytical fault-finding with ability to diagnose network problems.
• Tenacious and inquisitive in investigating and applying corrective action.
• Strong time management and organizational skills.
• Ability to work under pressure and communicate with remote teams.

Responsibilities

• Proactive monitoring and management of the TNS payments network.
• Monitoring health of customer network connectivity and performance.
• Logging of all service incidents in the incident management system.
• Working all assigned tickets through to resolution, with timely updates and escalations.
• Collaborating with internal technical support groups and third-party organisations.
• Post-incident impact analysis and support.
• Providing clear, consistent communication with internal and external customers.
• Support change management across the TNS and partner networks.

Skills

Technical Support

Network Operations

Ticketing systems

IP networking

DSL, Wireless, Ethernet

GPRS, LTE, VPN

Incident management

Communication skills

ITIL knowledge

Tools

Remedy

Salesforce

Cisco

Fortinet FortiGate

FortiSwitch

Linux

VPN

Job description

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview

We have an exciting opportunity for you to become an integral member of the TNS Global NOC. You will be part of an operations team providing first line support, partner escalation and incident management across the TNS network. You will be responsible for the monitoring and supporting of the TNS customer network environment. Monitoring cusotmer endpoints and should be conversant in the role of upkeeping high availability networks, along with providing timely resolutions and quality assurance for customers.

Responsibilities Of The Role Include

• Proactive monitoring and management of the TNS payments network.
• Responsibility for monitoring the health of customer network connectivity, performance.
• Logging of all service incidents in the incident management system.
• Working all assigned tickets through to resolution, whilst providing timely updates and escalations through the lifecycle of the incident ticket.
• Working closely with internal technical support groups and 3rd party organisations in support of service incidents.
• Post incident impact analysis and support.
• Provision of clear, consistent, and regular communication with internal and external customers.
• Support change management activities across the TNS and partner networks.

Required Skills

• Experience in a Technical Support/Network Operations environment.
• Experience with a ticketing system for fault tracking, for example Remedy or Salesforce.
• Experience / knowledge of IP networking and WAN network protocols.
• Experience and or knowledge with DSL, Wireless and Ethernet circuit technologies.
• Understanding of GPRS, LTE and VPN technologies.
• Analytical approach to fault-finding with proven ability to diagnose network problems.
• Tenacious and inquisitive in investigating and applying corrective action.
• Good personal organizational and developed time management skills.
• Ability to work under pressure.
• Professional working attitude – strong ability to communicate effectively with local and remote team members.

Desirable Skills

• A working knowledge of the ITIL framework, or ITIL foundation certification.
• Experienced with the following hardware, OS and networking protocols: Cisco, Digi, Virtual Access, Linux, IPSEC, VPN.
• Experience with Fortinet products (FortiGates and FortiSwitches)
• Understanding of SD-WAN solutions and cloud-based solutions such as AWS and Azure.

Qualifications

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.