Technical Business Analyst (Network)

Megaport; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Flexible working environment

Generous leave plans

Health and wellness support

Comprehensive learning support

Recognition programs

Job summary

Megaport is seeking a Customer Service Specialist to support its customer base by addressing technical issues and account inquiries through various communication channels. The role focuses on delivering high-quality service and requires a minimum of three years of experience in network incident resolution.

Successful candidates will have strong communication skills and a team-oriented mindset while also being able to work autonomously in a remote-first culture. The position offers a flexible working environment and comprehensive benefits.

Qualifications

• Minimum of three years experience in network incident resolution, mitigation, deployment, and maintenance.
• Production experience with IS-IS, BGP, MPLS Traffic Engineering, and MPLS Layer 2/3 VPNs.
• Fluent in English, with excellent written and verbal communication skills.

Responsibilities

• Providing high-quality customer service.
• Managing multiple customer communication channels.
• Troubleshoot network, portal, and account issues using various tools.

Skills

Network incident resolution

Communication skills

Problem-solving skills

Attention to detail

Working autonomously

Working in a team

Education

CCNA/JNCIA certification

Tools

Juniper hardware

Cisco hardware

Virtual machines

Job description

Your Role

This role is responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms.

True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills to foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration.

As an internal customer advocate, the successful candidate will work closely with global teams to resolve customer requests efficiently, including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems.

The role is exposed to challenges and demands involved in a rapidly expanding global network.

What You’ll Be Doing

• Providing high-quality customer service.
• Managing multiple customer communication channels.
• Meet or exceed customer support KPIs and SLAs.
• Adhering to operating procedures and policies.
• Thoroughly document work using relevant systems/software.
• Troubleshoot network, portal, and account issues using various tools.
• Prioritise first contact resolution and manage customer communication until resolution.
• Identify opportunities for customers to optimise their services.
• Think outside the box to achieve the best outcome for our customers.
• Manage requests from vendors, suppliers and other business units.
• Provide accurate and detailed information on unresolved incidents as the interface with key business units, customers, and management.

What We Are Looking For

• Minimum of three years experience in network incident resolution, mitigation, deployment, and maintenance.
• CCNA/JNCIA with work experience in network incident resolution or network infrastructure is required.
• Production experience with IS-IS, BGP, MPLS Traffic Engineering, and MPLS Layer 2/3 VPNs.
• Hands‑on experience with Juniper and Cisco hardware platforms (certification is nice to have but not a requirement).
• Virtual machine experience.
• Internet Peering.
• A passion for innovation and technology.
• Understanding of fundamental networking and software concepts.
• Fluent in English, with excellent written and verbal communication skills.
• Comfortable working with internal and external stakeholders to deliver exceptional customer service.
• Ability to work autonomously within a globally dispersed team environment.
• Strong work ethic.
• Strong problem‑solving skills, comfortable thinking outside the box to deliver solutions quickly.
• Confident in communicating, troubleshooting, and escalating complex technical problems.
• High attention to detail.
• Solution‑focused and a keen interest in process improvement.

What We Offer

• Flexible working environment – a remote‑first culture with coworking options available.
• Generous leave plans – including 4 weeks of paid annual leave, parental leave, birthday leave, and a purchased annual leave program.
• Health and wellness support – through a wellness allowance and employee wellbeing initiatives.
• Comprehensive learning support – generous study and training allowance plus paid study leave.
• Creative, modern workspaces – designed to inspire when you’re not working remotely.
• Motivated, inclusive team – work alongside industry experts and fresh talent.
• Recognition programs – celebrate achievements with our Legend and Kudos awards.
• For U.S. employees – access to medical, dental, and vision insurance, plus a 401(k) plan.