Network Assurance Operations Engineer

About the role

PXC, part of the TalkTalk Group, is looking for a Network Assurance Operations Engineer based in North Macedonia. Reporting to the Network Assurance Operations Manager, you will join a team of network and security engineers working alongside another specialist team and four rotating shift teams. The role sits within the Technical Operations function of the Technology and Security Operations Centre, which keeps customers' voice and data services running securely and reliably.

Key responsibilities

• Troubleshoot and resolve escalated tickets and requests from the 1st Line triage team.
• Identify and respond to issues, provide technical analysis and implement resolution steps to restore and improve services.
• Record faults in detail, including technical and non-technical explanations of impact, progress, actions and resolution, and keep stakeholders informed so that services are restored within agreed SLAs.
• Record service requests after root cause analysis and fault resolution, and champion continual service improvements that improve KPIs.
• Support the development and maintenance of playbooks and knowledge transfer.
• Attend team, departmental and company updates and stay engaged in communications channels.
• Contribute to daily fault calls and produce or deliver daily and weekly metrics and reports.
• Ensure the security and integrity of network and IT systems in line with information security policies, and authorise access to live managed equipment and to PXC and third-party data centres.

Required profile

• Demonstrable technical knowledge of infrastructure, networks and security.
• Understanding of network principles and their practical use in fault triage and response; security knowledge is optional.
• Self-motivated, with good time-keeping and a customer-value focus.
• Strong analytical and problem-solving skills, able to work accurately and quickly under pressure.
• Ability to explain security and network topics to stakeholders clearly.
• Day-shift working days, with a late shift (12:00 - 20:00) on rotation.

Required skills

• Desirable: relevant security or network qualification or degree.
• Desirable: experience in a network/security support function.
• Desirable: hands-on experience with current technologies, vulnerabilities, exploits and malware.
• Desirable: JNCIA/CCNP certification.

What we offer

• FitKit wellness programme, a day off for your birthday and paid volunteering time.
• Flexible working policy, including hybrid working.
• LinkedIn Learning for on-demand learning.
• Annual bonus based on company performance and a rewards and recognition programme.