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Network Operations Engineer L1

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About us:
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

The opportunity:
We are looking for a talented Network Operations Engineer to join our busy NOC team. Reporting to the NOC Manager they will be responsible for frontline management of incidents, communications and escalations during a shift. This is a hands-on role, working with public and private cloud services, large enterprise wired and wireless network infrastructures through to end user troubleshooting.

Key areas of focus:
Your day to day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion.

Utilise monitoring systems to proactively identify and resolve potential issues
Conduct a first line analysis of incidents including collection and analysis of relevant diagnostics
Craft clear and meaningful internal and external stakeholder incident communications
Work with internal stakeholders and customer site champions to carry out initial triage
Be responsible for consistent, accurate and timely ticket management, including prioritisation, allocation and resolution
Handle Customer calls into Network Operations whilst on shift
Ensure detailed handover to next shift of all open issues and planned maintenance
Undertake Network-related tasks including but not limited to configuration, network monitoring system maintenance and administration
Maintain Infrastructure documentation and knowledge base development to improve team knowledge and troubleshooting

Customer Driven:

Identify and assess customers’ needs to achieving and exceeding customer satisfaction
Build sustainable relationships and trust with customers through open and interactive communication
Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution

About you:
You will be a proactive and driven individual, with the ability to dedicate yourself to persisting with any problems that arise. You value knowledge and are able to contribute to an evolving network operations function. You are excellent at working with people and always strive to provide a customer driven approach. We are looking for someone that:

Ability to work individually and as part of a team, potentially covering extending working hours
Desire to learn new technologies, develop advanced networking skills and share them across the team
Strong desire and knowledge to work within Internet Service Provider industry and in a close-knit team
Excellent verbal and written communication skills

Your experience:

Proven experience in a network operations centre, ideally in the ISP/Telecoms industry
Proven experience on incident management processes and prioritisation
Working knowledge of monitoring systems, network management platforms
Ability to multi-task and deal with a combination of fault types at any given time

It would be nice to also have, but not essential:

Technical knowledge of Wireless Technologies
Have an understanding of RADIUS protocol
Have an understanding of WiFi standards and general Wireless principles and of security protocols and firewalls
CCNA or equivalent in experience

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.

At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience.

This advert can be available in other formats (upon request) for those who require it, please contact jobs@wifinity.co.uk for assistance.

Average salary estimate

$50000 / YEARLY (est.)

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$40000K

$60000K

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What You Should Know About Network Operations Engineer L1, Wifinity

Are you ready to step into an exciting position as a Network Operations Engineer L1 at Wifinity? Founded in 2007, we started with a mission to provide reliable connectivity solutions, especially in challenging locations like military barracks, university accommodations, and more, where traditional broadband just doesn’t cut it. In this role, you will be an essential part of our Network Operations Centre (NOC), responsible for frontline incident management, communication, and escalation during your shifts. Your daily responsibilities will involve using advanced monitoring systems to identify issues proactively, managing incidents through first-line analysis, and ensuring timely and accurate ticket management. You’ll also work closely with customers and internal teams to resolve queries and enhance their satisfaction while maintaining high standards of service. This hands-on role requires a mindset that thrives on problem-solving and collaboration, helping to shape an evolving network operations function. At Wifinity, we value strong communication skills, a customer-driven attitude, and the desire to learn and grow within the ISP industry. In addition to a competitive salary and benefits, we also offer a remote-first working environment to support your work/life balance. Join us in taking the complexity out of connectivity and making a difference in people's lives!

Frequently Asked Questions (FAQs) for Network Operations Engineer L1 Role at Wifinity

What are the responsibilities of a Network Operations Engineer L1 at Wifinity?

As a Network Operations Engineer L1 at Wifinity, you will be responsible for incident management, stakeholder communication, and escalation during your shift. You will utilize monitoring systems to proactively identify issues, conduct initial analysis of incidents, manage customer calls, and ensure detailed handovers between shifts. The role also involves maintaining infrastructure documentation and improving team knowledge.