Technical Operations Analyst

Hiring Manager: Dhaval Jani [email protected]
Recruiter: Nicola Dorrington [email protected]
Hours: 38.5hours pw. Early shift between 8:00am - 5:00pm, Late Shift between 11:00am - 8:00pm, 1 in 3 Saturday's 9:00am - 4:30pm 
Location: Colindale, North London with hybrid (Mon & Thu in office) or remote working

Click here for support on your internal application. 

Hello UW team member!

Developing your career at UW is something we feel passionately about so we're delighted that you're exploring opportunities across the business. 

If you're interested in the below role, please ensure you've reviewed our internal application criteria and spoken to your line manager.

Please note we require you to meet the qualification/experience requirements below to be considered for this role.

We put people first. It’s all about you..

You'll be able to demonstrate excellent telco technical support and customer service skills from previous experience. You have the ability to work on your own initiative whilst under pressure and meet individual and department KPI’s/SLA's.

• You have an understanding of small business networking and IP addressing and network infrastructure, ADSL, FTTC, PSTN, and associated technologies 
• You have the ability to identify issues or trends (for example incidents/outages that may be affecting a wider area than initially suspected)

Minimum requirements 

• You've completed the Tech Ops training 
• Experience working within TBCS 

We work together. Your team and the people you will work with…

We are looking for 4 Tech Ops Analysts. You’ll be working with and building relationships with our residential and business customers – and our partners -  to identify issues and advise on possible solution

We deliver progress. What you’ll do and how you will make an impact.

• You’ll be recording and verifying information accurately from all customer or partner interactions in compliance with the Data Protection Act
• You’ll be building upon your existing knowledge of ADSL, FTTC, FTTP, Wireless and Basic Networking Skills (IP addressing, DNS etc.)
• You’ll be responsible for identifying and triaging problems relating to our Telecoms services and at times with limited information. Typical problems include broadband faults, fixed landline faults, mobile network issues, wireless range/speed issues and e-mail setup problems.
• You’ll be case managing Telecoms faults through to resolution (where possible) and escalate to our suppliers and create a trouble ticket to be managed by our 2nd/3rd line internal support teams
• You’ll learn to understand Broadband networking (Copper/Fibre) and Voice (Digital lines/VOIP)
• You’ll be communicating and working with our key business partners (BT/EE, Openreach, Qube, TTWS) to investigate, raise and escalate faults through to resolution 

What’s next? 

Here is an overview of the internal recruitment process so you know what to expect. 

Please note, there is the possibility to be either rejected or progressed at each stage; the below flow assumes you have been successful at every touchpoint. 

1. You submit your application

2. The Recruiter assess your application against the minimum requirements

3. The Recruiter will have a chat with your current line manager about your:

   1. Suitability for role

   2. Job performance

   3. Absence statistics

   4. Behaviour and Conduct

4. An assessment will be sent to you to complete.

5. You will attend an interview with the Hiring Manager

6. The Recruiter will inform you of the outcome

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.