Network Management Technician

I started with Network Rail in March 2020 under a 2-year contract for a project commissioning train cab radios on GSM-R. I worked extremely hard learning my new role as I’d not had any prior experience working in a telecom’s environment; however, I took every opportunity I could to develop my knowledge and learn more on how my job fitted within the bigger structure of Network Rail. I attended training courses and worked with engineers until I was successful in getting a permanent GSM-R Network Management Technician role in July 2021. I continued to expand my skills further to simplify processes and to improve our efficiency as a team which pushed me towards applying for the Team Leader role as I felt I could make a difference. I was appointed the role of Team Leader in April 2023 and am constantly learning something new every day. Network Rail has many opportunities available and there is no limit to the directions your career can take you. – Emily Frearson Monitoring a large diverse network and dealing with any issues that arise. As a key member of the network team, you will use your technical expertise to positively improve the experience of the travelling public. Principally based in Stoke-on-Trent, you will occasionally travel to other Telecoms locations across the UK. There will also be the opportunity for some home working once on-site training has been completed. The broad range of systems and technologies you will work with, as well as the size and complexity of this organisation, will present you with some truly fascinating and unique challenges daily.About the role (External) What will you be doing?

• Perform Tier 1 network surveillance to identify alarms/ issues on the remote management terminals (i.e. Netcool, SCADA, FTN Transmission, GSM-R Radio and GSM-R Core Switching Element Managers) with a view to investigating or escalating to Tier 2 for in-depth technical analysis.
• Receive and record customer fault details in the fault management database, tasking these to the appropriate function and also recording the action taken and any resolutions achieved.
• Drive Trouble/Problem tickets through to resolution in accordance with agreed targets and related priorities driving committed engagement and commitments with all involved resolver groups and customers, utilising proactive internal and external resolution escalation as required.
• Construct/write fault reports to facilitate a strong focus on Trouble Ticket resolution.
• Compile handover reports to enable the smooth transition of operational issues/concerns/notes from one shift team to the next.
• Perform tasks in support of ongoing programmes. These may include providing technical information, test calls and related tasks.
• First point of contact for all telephone and email queries, making sure that these queries are directed to the relevant team/person.
• Provide prompt and timely response and updates to customer queries and fault reports, demonstrating strong awareness of their business needs/requirements and priorities.
  
  Basic understanding of fibre/copper transmission and digital radio telecommunications systems.
• Fully conversant with operating computer-based applications.
• Minimum of GCSE/ ‘O’ levels including English, Mathematics and Science.
• Experience of working in a high-pressured environment
• Willing to work shifts (roster includes nights and weekends).
• Excellent customer facing skills.
Preferred
• Experience of working on a telecommunication network.
• Experience of shift working
  
  We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here., The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.
As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partners with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that are helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant. Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

We’re an organisation where people matter. We matter to millions. We offer excellent benefits, including: Generous annual leave (28 days plus statutory days), with the option to buy/sell days. Defined benefit pension scheme. 75% subsidy on rail and underground season tickets. Up to 75% off leisure travel. ️ Interest-free travel loan for train and car park season tickets. Discounts at stations with your Network Rail pass. Flexible/hybrid working arrangements. ️ Volunteer leave to make a positive impact. Healthcare Scheme, GymPass discounts, Cycle to work plus more. We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments Plus, more…. We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.