NOC Specialist

fibrus; Belfast City District; On-site; GBP 40,000 - 60,000; Full time

Job summary

Fibrus is seeking an experienced NOC professional to be the first point of contact for technical support, resolving faults and outages for our customers. You will support the installations team in FTTP deployments and own incidents from start to resolution.

You will troubleshoot end user faults, manage critical alarms, and coordinate with cross-functional teams while maintaining SLAs. Mentoring colleagues and contributing to NOC projects are key parts of the role.

Qualifications

• Experience in Hyperfast NOC environments.
• Experience with alarms and fault management.
• Ability to manage escalations relating to large-scale outages.
• Experience training and mentoring colleagues.
• Understanding of networking protocols (IPv4/IPv6, VLANs).
• Service desk experience and ticket management capability is essential.
• CCNA or JNCIA desirable.

Responsibilities

• Support installations team in FTTP deployments.
• Troubleshoot end user faults.
• Identify faults and engage with relevant teams for support.
• Proactively manage critical alarms.
• Proactively manage outages with feedback to the business and customers.
• Own and manage incident tickets.
• Work within defined SLAs.
• Assist with training for new colleagues.
• Mentor junior team members.
• Support and own NOC projects.
• Act as escalation point for complex faults.

Skills

NOC experience

Alarms knowledge

Fault management

Escalation management

Mentoring

Service desk

Networking basics

IPv4/IPv6

VLANs

CCNA desirable

JNCIA desirable

Job description

This is an excellent opportunity supporting with one of the most exciting projects in the telecoms industry to date. You will be the first point of contact for technical support for our customers, working to find a resolution for any faults or outages.

WHAT WILL YOU BE DOING?

• Actively supporting our installations team in FTTP deployments.
• Troubleshooting end user faults.
• Identifying faults and engaging with the relevant teams for support.
• Proactively managing critical alarms.
• Proactively manage outages, giving continuous feedback to the wider business and our customers.
• Own and manage tickets for incidents and faults.
• Working within our defined service level agreements.
• Assisting other teams to ensure customer fault resolution via phone.
• Order management
• Assisting with training for new colleagues
• Mentoring and knowledge sharing with more junior team members
• Supporting and owning NOC projects
• Acting as a point of escalation within the team for more complicated technical faults.

WHAT WILL YOU BRING?

• Significant experience within the Hyperfast NOC
• Broad range of knowledge on alarms and RSP faults
• Experience in managing escalations relating to large scale outages
• Previous experience in supporting with training and mentoring
• An understanding of network protocols.
• A solid understanding of networking principles and protocols (IPv4, IPv6, VLANs).
• A customer centric approach
• Knowledge of networks and GPON.
• Service desk experience and ticket management capability is essential
• CCNA or JNCIA desirable