Network Support Engineer (Voice)

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 partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our 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! Working as part of a small tier 3 team to identify and resolve complex voice network failures. This includes service affecting faults and issues relating to voice services. Accept escalated failures from tier 2 colleagues and owning them from triage to resolution. Deliver proactive support to maximise voice service availability. Contribute to the planning and implementation of preventative maintenance of voice systems. Manage voice risks and problem tickets. The role is safety critical and is subject to Network Rails drugs and alcohol policy.About the role (External)

• 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.
• Produce and deliver training and knowledge transfer and ongoing support to the Network Management Centre (NMC) to improve capabilities.
• Provide Subject Matter Expert (SME) input to project and change related activities within the technical discipline of Voice, in order to deliver a service that is operational and maintainable.
• Provide an escalation point for the NMC, as part of a 24/7 operation, to perform the duties of the Technical Person in Charge (TPIC), during major incidents, in order to develop a clear restoration plan and mitigate the risk to service availability.
  
  Direct Voice experience with Solidus, MXone, voice recorders, CUCM, CS1000 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.
• Demonstrable excellent analytical and problem-solving skills.
• Experience leading technical investigation.
• Understands operational risks and familiar with risk mitigation techniques.
Desirable
• Understanding and experience of railway infrastructure maintenance
• Experience of undertaking engineering assurance activities and competence assessments
• Experience in vendor engagement / management.
• Knowledge of the ITIL Service Management lifecycle and the frameworks.
• Accreditation from a professional body such as Institute of Engineering and Technology.
• Able and willing to contribute to a standby / call out roster if required.
• Holds (or able to obtain) a valid UK driving licence and willing to regularly travel nationally.
  
  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.
Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!, 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 a number of 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. We have 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.

Band & Salary: £43,588 to £49,037 depending on experience. 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.