Customer Network Engineer

A bit about us At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.

We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

What is the role responsible for?

As a Customer Network Engineer within our team, you will work in a dynamic 24x7 environment, proactively monitoring and responding to alerts and events related to networks for key, strategic Enterprise Customers.

Our customers expect a best-in-class managed service, and your expertise will be critical in ensuring the reliability and stability of their networks.

In this role, you will support all aspects of network solutions, including: Common Networking Protocols: MPLS, Ethernet, and DSL Voice and Communications products: SIP, UCaaS and CCaaS Advanced Networking Technologies: WAN, SD-WAN, LAN and Next-Generation firewalls (Palo-Alto).

You will also need to be comfortable working 12 - hour rotating shifts:

• 2 day shifts (07:00-19:00)

• Followed by 2 night shifts (19:00-07:00)

• Followed by 4 days off

What will you be doing day-to-day?

• Supporting complex incidents and providing excellent service, always putting the customer experience at the forefront of the decision-making process.

• Utilising platforms such as Salesforce and ServiceNow to accurately document incidents.

• Using Highlight and Solarwinds to monitor customers' environment to identify and triage events and proactively responding and escalating where required.

• Support customer solution network performance enhancements.

• Proactively overseeing the entire ticket lifecycle, ensuring focused attention from initial logging through to resolution.

• Maintaining a professional and courteous manner, ensuring customers are kept informed and satisfied throughout the process.

• You will be working closely to our Service Operations Teams, Delivery Customer Advocates Operations, Delivery Management Office Business and our Change Sales Team.

What you’ll bring

You don’t need experience in everything listed—but we’re especially keen to hear from people with some of the following skills:

• Ability to analyse complex issues and recommend appropriate solutions to resolve problem.

• Ability to engage appropriate escalation points in a timely fashion monitoring issues through to resolution.

• Defining approaches to CPE management including organising schedules for complete estate management to minimise any impact to customers.

• Ability to identify potential MSO (Major Service Outages) and support with internal and external coordination and communication.

• Innovation expectation to follow and improve Gamma Internal processes.

• Interpersonal excellent communication, both written and verbal is essential for both customers, delivery and support teams in Gamma.

• The ability to write clear and detailed change documentation is essential

What do we offer you?

• 25 days annual leave + birthday

• Subsidised private medical insurance

• 5.1% matched pension contributions

• Enhanced parental leave

• Life assurance and Income protection

• Share save and incentive plans

• Electric Vehicle and Cycle scheme

• Employee discounts

• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

This role is hybrid 3-days onsite from our Glasgow office and you will need to be comfortable with the shift working pattern mentioned above.

If you don’t meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We’re not looking to increase that network currently, so please don’t send speculative CVs.

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