TOC Engineer

Job title: TOC Engineer x2Office location: Belgrade (Hybrid, 3 days in the office weekly)This role includes working on a rotating shift basis with 24/7 coverageAbout The Role And The Team:As a TOC Engineer, you will will serve as the first point of contact for network and IT incidents, managing initial troubleshooting for both network and system-related tickets.Your responsibilities will include monitoring and handling customer-related tickets, conducting basic troubleshooting, and escalating unresolved issues to the appropriate L2 teams.What will you be doing?Incident Management: React promptly to alarms received from monitoring tools, ticketing system or emails Maintain clear communications with relevant teams during the resolution of any network incident Keep record of all network and IT issues with the remedy and send report to line manager Escalate to relevant internal or external parties to resolve the issue quickly Take proactive steps and actions to avoid network incidentsCollaboration And Reporting: Work closely with NetOps and SysOps teams to ensure seamless issue resolution and efficient ticket flow between levels. Provide input on common incident trends to assist in identifying recurring issues and areas for process improvement. Maintain detailed records of all incidents, resolutions, and escalations, contributing to the overall knowledge base.Customer-Related Ticket Handling: Manage and respond to incoming customer tickets involving network or system issues. Conduct basic troubleshooting for network-related tickets and escalate to NetOps if the issue requires advanced analysis. Troubleshoot system-related tickets and escalate to SysOps for more in-depth resolution if needed.What We Are Looking For:Good knowledge on Ethernet, IP, Broadband and IT technologiesGood understanding of troubleshooting network & IT services issuesExcellent English, written and spokenTeam player, reliable and proactiveDedicated to continuous learningAnalytical thinker with strong attention to detailsWhy work for us?We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?Going beyond the expectedWhatever We're Doing – Whether We're Liaising With Our Customers, Delivering Our Network, Or Working On Our Company Strategy, Going Beyond The Expected Is The Benchmark For Everything We Do. How We Work Is Shaped By Our Three Culture Principles:We work smarter, togetherWe stay focusedWe strive for excellenceSome Of Our Key Benefits:Competitive salary Global Remote working for up to 2 week per year for those who are able to work remotely 25 days' paid holiday increasing each year, to a max of 35Extra days off for your birthday, move house and volunteer Access to a wellbeing platform, Rezilient Partnership with SOS Children's VillagePrivate medical insuranceTravel discountsFit Pass discountTechnology discountTeam sports activitiesMassages in the officeSweet TuesdaysWe're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.What happens next?You apply (please send us your CV in English)We carefully review your applicationWe'll get back to you — even if it's a no (for now)Job title: TOC Engineer x2Office location: Belgrade (Hybrid, 3 days in the office weekly)This role includes working on a rotating shift basis with 24/7 coverageSome Of Our Key Benefits:Competitive salary Global Remote working for up to 2 week per year for those who are able to work remotely 25 days' paid holiday increasing each year, to a max of 35Extra days off for your birthday, move house and volunteer Access to a wellbeing platform, Rezilient Partnership with SOS Children's VillagePrivate medical insuranceTravel discountsFit Pass discountTechnology discountTeam sports activitiesMassages in the officeSweet TuesdaysWe're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.What happens next?You apply (please send us your CV in English)We carefully review your applicationWe'll get back to you — even if it's a no (for now)