TOC Engineer

Job title: TOC Engineer

Office location: Belgrade (Hybrid)

About 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 incidents

Collaboration 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 technologies
• Good understanding of troubleshooting network & IT services issues
• Excellent English, written and spoken
• Team player, reliable and proactive
• Dedicated to continuous learning
• Analytical thinker with strong attention to details

Why 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 expected

Whatever 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, together
• We stay focused
• We strive for excellence

Some 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 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We'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?

1. You apply (please send us your CV in English)
2. We carefully review your application
3. We'll get back to you — even if it's a no (for now)