Network Operations Engineer

Company Overview

FluidOne, established in 2006, is the most connected network aggregator in the UK with services delivered via Platform One, our software defined national fibre network, which won the Queens Award for Innovation.

From Platform One’s 19 anchor datacentre pops around the UK, it blends the services of over 30 different asset owning communications providers, including IoT, Ethernet, Broadband, Mobile, Internet, WIFI, Cloud, International and hosting services into one ready to compare, ready to quote, ready to order, ready to use national service that can be tailored via its online portal, DASH, helping our customers and partners to securely connect any device, wherever they may be, to their mission critical applications and data.

This means for any UK business location we will have the most choice of suppliers and connectivity technology options, making us number one for multi-site customers.

Our vision is to be the best quality Connected Cloud Solutions provider to UK businesses, consulting to help customers and partners digitally transform their IT and communications, enabling them to be agile and focus on their business. Creating multi-cloud, multi-connected environments that are secure and simple for the customer to access, whilst delivering fantastic customer experience, from end user to application.

Customer experience and high-quality service are at the heart of our strategy, and we have a Net Promoter Score (NPS) of 83 as at June 2020 which is the highest in UK telecoms, against an industry average of 35, making us number one for service in UK telecoms.

The management team is led by our CEO Russell Horton, CFO Hemant Patel and COO Chris Rogers who co-founded the business in 2006. The management gained backing for their long-term strategy from Livingbridge, a market leading private equity investor, to acquire the business in Feb 2019 which gives us investment firepower to grow the business. Our strategy is to grow both organically and via acquisition, bringing an increased range of Connected Cloud related services to our customer base, including UC, IT Cloud, IoT and security, to support customers on their digital transformation journeys.
Staff culture is key to our success, and the leadership team are committed to ensuring that we are one of the best places to work in the country. We are silver certified for Investors in People and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

At March 2020 we were £31m revenue, have 100 staff based in 3 locations, and approx. 900 customers ranging from FTSE100 to SME and including 200 resellers. We are Microsoft Gold partners and with quality at the heart of our strategy we hold 5 ISO accreditations.

Role Overview

As a Network Operations Engineer you will be responsible for providing technical support to all high-level support tickets while assisting the Technical Director in maintaining the core network.

Full Job Specification

Escalation Support

• Provide technical support for incoming customer support queries and escalations from the 2nd/3rd line support teams
• Take ownership and effectively manage high-level escalation support tickets
• Liaising with customers for any other purpose related to the support of the customer service
• Provide support and mentoring to 2nd/3rd line engineers
• Aid in the development of 2nd/3rd line engineers through knowledge transfer

Solution Design & Deployment

• Documentation of customer solutions
• Customer service simulation testing
• Implementation and technical project management of new customer solutions
• Provisioning of new customer services onto the FluidOne Core network
• Work closely with the Provisioning/Project Management department to manage delivery of customer solutions
• Working closely with the customer on a technical level in order to achieve the objectives of the solution and to ensure the successful delivery of the project
• Deploying and maintaining monitoring platforms for private customer networks

Core Network Operations

• Field engineering duties when required and relevant within the role
• Monitoring core equipment for faults and performance issues
• Advanced configuration of routers and switches
• Performing core network maintenance tasks as required and relevant within the role

Experience/Qualifications

• Must have excellent communication skills, both written and verbal
• Must have a very strong enthusiasm for IT and computing
• At least 2 years previous helpdesk service experience required
• Strong understanding of BGP, OSPF, L3VPN, L2VPN and VPLS technologies
• Previous experience working on a Service Provider core network preferable
• Cisco and Juniper qualification required, CCNA & JNCIA minimum with knowledge at least at CCNP & JNCIS level
• Experience with Cisco ASA and Fortinet Firewalls
• Experience working with CWDM/DWDM technologies
• Experience deploying and managing network monitoring systems such as Zabbix, Solarwinds, Nagios

Benefits after probationary period

• Free Health and subsidised dental care
• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Discounted gym membership
• FluidOne breakfast and refreshments on working days
• Regular company outings- go karting, top golf, go ape to name a few
• Pension contribution- 6% company contribution
• Uncapped Holiday Entitlement
• Free internet connectivity
• £50 Birthday Voucher
• Ride2Work scheme
• Department incentives
• Volunteer day scheme
• Individual bonuses

The Application Process:

Send your CV with covering letter to recruitment@fluidone.com with ‘Network Operations Engineer’ as the subject field.