Network Operations Centre Engineer

We’re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Arham Z/Steve H, NOC Team Leader. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to HR@Zeninternet.co.uk and we will get back to you as soon as possible.

The Role

Working as an integral part of the Operations team, you will be part of a team that are responsible for managing, maintaining and improving the critical network infrastructure and processes that underpin Zen's consumer and business products.

While commercial experience as a NOC Engineer in an ISP is beneficial, having the aptitude and demonstrable skills necessary to fulfill this role is more important. Experienced members of the team will help you develop your skills and confidence.

As a valuable member of a diverse team consisting of Network and Infrastructure engineers, your role will involve seamless collaboration with your colleagues. Additionally, you will engage in interactions with various internal and external stakeholders, including 3rd party suppliers, technical support, and provisioning teams. Effective communication skills are crucial as you will need to convey ideas and information at an appropriate technical level based on your audience's understanding.

You will work very closely with the Network Engineering team and as such need to have a good all-round understanding of networks and systems.

Importantly, Network Operations Engineers must develop a solid understanding of Zen's products and processes, they must be keen to learn, able to use their experience and initiative to tackle a broad range of problems and contribute to the growing success of Zen.

The requires you to be part of a rota providing 24x7 support for our key ISP services as well as covering both planned and unplanned out of hours work as required.

Working within an ITIL based framework the NOC Engineers ensure network and systems availability and performance, whilst supporting and monitoring key KPI’s and SLAs.

The NOC are integral to Zen’s Major Incident process, with a NOC engineer being the incident manager, ensuring communications to customer and internal staff are prompt and relevant, ensuring the incident is with the correct resolver group (internal teams or external suppliers), ensuring they give updates and managing the incident to resolution.

You will be part of a wider engineering team managing a variety of engineering and technology based projects covering Connectivity, Security, Network Expansion, Hosting and Cloud solutions.

Reporting to the NOC Team Leader you must have a demonstrated track record within this field. This role commands a board range of skills from networking to systems engineering, enterprise applications to awareness of industry technologies.

Key Responsibilities

• Part of a 24x7x365 shift rotation
• Ensure stable and reliable network services (e.g. access products, service networks and core network etc)
• Managing major incidents within Zen’s network and infrastructure affecting our customer base.
• Day-to-day network and performance monitoring of the UK national network.
• Network troubleshooting and fault analysis; hardware troubleshooting and repair.
• Trouble ticket generation and response; carrier interface and escalations.
• Deployment and maintenance of network monitoring, analysis and reporting tools.
• Application of configuration changes via our change control systems and processes.
• Installation of network hardware and software.
• Provide 3rd level support to the wider business divisions on singleton faults
• Provide incident response and management during periods of network or service failures.
• Produce and maintain project documentation in line with our project processes

Skills & experience

• Previous experience of working on network equipment in an IT environment, a large NOC or other such company associated with networking.
• Experience with ticket triage and effective prioritisation
• Ability to work autonomously and manages own workload efficiently
• CCNA certified or equivalent level of knowledge.
• Solid understanding of some or all the following technologies: IP Protocols (ICMP, UDP, TCP); IP filtering and Firewalling; Routing Protocols (BGP, OSPF, ISIS); MPLS; Ethernet
• Experience with some of the following is preferred: Juniper, Cisco, Adva
• Basic Linux/UNIX skills ideal but not essential.

Benefits

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Retail discounts
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days’ paid leave per year for voluntary work

About Zen

At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that’s why we’re a certified Great Place to Work TM , achieved Carbon Neutral Plus status and B Corp Certification!