Network Support Engineer (Voice)

Vacancy type: Permanent Location: Doncaster, with the potential to also be based from York Closing date: 28th August 2023 Band & Salary: Band 4C - £43,588 - £49,037 We’re an organisation where people matter. We matter to millions. We offer excellent benefits, including: * Flexible working patterns such as working from home and working compressed hours * Agile working policy * A range of pension schemes * Healthcare Scheme * Rail and underground season ticket subsidies up to 75% * 28 days annual leave, plus bank holidays and volunteering days (5 days) * 2 weeks paid reserve leave for our Armed Forces community * Cycle to Work Scheme * GymPass – Access to gyms across the UK * Access to ‘My Benefits’ portal which include discounts in food, technology, and experience days This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient, and effective way, enabling them to benefit from economies of scale and optimised national resources. The Telecom Service team is responsible for operating all NRT’s telecoms assets and networks. This responsibility includes handling asset life cycles as well as the development, delivery and support of outstanding telecommunication networks and services. NRT transports data between A and B enabling Network Rail to run operationally both on the railway (signalling, customer information systems, CCTV cameras etc.) and as a business (desk phones, mobile devices, data connections etc.). NRT is also playing a key role in the realisation of our digital railway aspiration which requires huge amounts of data to be handled securely for it to work. The successful candidate will be working within a small team of engineers responsible for providing tier three technical escalation for the support of Network Rails Voice Switching Network. This consists of 50,000+ endpoints across the country, using a mix of Mitel MX-One, Northgate Call touch, Redbox, Cisco CUCM, Mitel Solidus Contact Centre. The teams core activities include operations and maintenance to improve the service availability and reliability. Support introduction of new technologies and services, working closely with our design and engineering team, supporting the validation process through our reference laboratory. Providing 24/7 on call support for escalation via our Network Management Centre (NMC). Acting as technical lead on major voice incidents and managing the interface into the vendor to gain support as required to resolve the incident. - Supporting project delivery requiring provisioning of voice designs whilst protecting the operational railway. - Managing our trouble ticket queues to satisfactory closure within the agreed SLA. - Supporting the NMC tier 2 teams to improve their technical capability. Main Responsibilities To identify and resolve complex network- and service-affecting faults and issues relating to Voice and deliver proactive support to maximise Voice service availability. What will you be doing? * Diagnose and formulate resolutions to complex incidents and collaborate with all necessary support teams in order to restore service within Service Level Agreements (SLAs) and minimise the impact to the customer. * Provide regular updates on the ticketing system with all actions taken in the resolution of assigned complex incidents, in order to facilitate updates to the customer and track incidents through to resolution. * Collaborate with relevant teams across all functions and participate in troubleshooting efforts between departments and vendors, in order to co-ordinate and implement effective service restoration and maximise service availability. * Contribute to the planning and implementation of preventative maintenance of systems, including performing activities such as monitoring, troubleshooting, backup & restore to improve system/application performance and minimise outages to the Voice services. * Review, accept and perform modifications or enhancements to the technology sub-system hardware and software, using agreed Methods of Procedure (MOPs) so that systems can be maintained. * Produce and maintain documented operational procedures for all network environments and in-scope applications to enable new services to be introduced into maintenance. * Perform the recovery of the systems and applications during a disaster recovery (DR) invocation and regularly test scenarios related to the DR procedure to restore service with minimal impact on service availability and customer experience. The Ideal Candidate Essential Have significant experience and working knowledge of :- * Private Automatic Branch Exchange’s * TDM & SIP Voice Signalling Protocols Demonstrable experience of * Voice experience with Mitel MX-One Telephony Server/switch, Mitel Solidus eCare, * Redbox Voice Recorders, Cisco CUCM, including Network Management Systems * Able to accept into service and support new voice technologies implemented through NR projects. * Educated to degree level or equivalent in an engineering/technical discipline involving networks & communications, or able to demonstrate equivalent competence in the field of Voice. * Ability to maintain and update the relevant technology competencies * Substantial Voice Network engineering or operations experience. * A detailed understanding of the operations and maintenance of Voice assets. * A sound knowledge of the relevant technical, safety and performance standards We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions. At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. In IT Services, we have a group of Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on D&I at Network Rail, please follow this link