NOC Engineer

About euNetworks and expansion of our operations to Sofia

euNetworks is a critical bandwidth infrastructure provider, a specialist in connecting data centres and critical locations across Europe, and a leading cloud connectivity provider. We build and invest in city and long haul fibre networks and today we own and operate deep fibre networks in 17 cities, with a long haul network spanning more than 66,000 kilometres.

Headquartered in London, with our team of over 350 people located across 7 European countries, we’re excited to be expanding our business to Sofia, our eighth office location. We’re opening a new office and building a team in Bulgaria as we lay the foundations for the next phase of our growth. It’s an exciting time to join euNetworks and our new team will be pivotal to our growth.

We’re developing a new customer centre of excellence in Sofia – an important next step in how we support our existing and new customers. euNetworks serve, support and partner with some of the most discerning users of connectivity in the world – from hyperscalers, cloud service providers, data centre operators, telecom and mobile operators, to media broadcasters and enterprises across a range of sectors. Our customer base is at the centre of technological transformation and we’re building and investing in our networks to support them.

As well as a fantastic opportunity to interact and learn from so many of these large organisations in our customer base, joining euNetworks as we continue our journey offers new Sofia employees great training and development opportunities and being an important part of a multi-functional team spanning the European continent.

The Role

This an opportunity for an experienced Network Operations Engineer to be part of a positive work environment, working alongside a team of both developing and experienced NOC Engineers, providing outstanding customer service to our customer base of fibre, wavelengths and Ethernet services: responsible for great communication to our customers covering Incident Management, Change Management and Service Restoration of network and customer issues.

As a NOC Engineer, you will be responsible for pro-active Network monitoring, Incident Management, Change Management and Service Restoration of network and customer issues using your technical knowledge & skills, in a shift team.

What will you be doing?

- Monitor the core network infrastructure and customer services across our European network, investigating and escalating any issues affecting service

- Handle customer requests received through shared inboxes, raising new cases where needed

- Answer customer calls and keep customers regularly updated throughout the incident process

- Manage the ticket queue: own incidents from initial reporting until resolution, ensuring SLA targets are achieved

- Troubleshoot customer issues and remotely test data and transmission circuits

- Work with third party suppliers, proactively tracking and escalating as appropriate

- Liaise with other euNetworks teams during the incident and change management lifecycle to ensure speedy resolution

- Monitor change maintenance as detailed in our change management system

- Ensure correct data in the ticket system and derive improvements if needed

What do we want from you?

- Passionate about good customer experience.

- Experience in an operations environment with a technical network.

- Experience managing complex faults on IP and/or Transport Networks

- Operational support within various WAN infrastructures in a Telecoms/ISP environment:

- Use of OSS management systems, SNMP, syslog, TACACS/RADIUS,

- Routing protocol experience, especially ISIS and OSPF

- Ethernet-based including VLAN / MPLS technologies

- Knowledge of Juniper Junos and Cisco IOS based infrastructures

- Experience operating Juniper/Cisco/Huawei based IP-architectures.

- Experience managing complex faults on optical DWDM networks and underlying technology

- Understanding of fibre based and transport protocols:

- CWDM/DWDM architectures

- Operational support and use of Huawei, Infinera, Ciena or similar vendor equipment.

- Knowledge of data principles, customer applications and troubleshooting techniques.

- Ability to think logically when under pressure.

- Ability to interpret large amounts of technical information.

- Fluent written and spoken English is essential. Other European languages are beneficial.

- Excellent customer focus and understanding of the culture of an international company in a fast-growing market.

If this position is of interest but you don’t think you meet all of the criteria listed, please consider applying still. euNetworks looks to recruit people with the right attitude, potential and ambition and for the right candidate, we will provide further training and support to enable you to develop in the role.