Network Assurance Operations Engineer
PXC Skopje, North Macedonia
Telecommunications · 1,001-5,000 employees
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About the role
The role involves identifying, managing, and resolving network and security faults to ensure service reliability for partners and customers. You will also contribute to operational excellence by performing root cause analysis, maintaining technical documentation, and collaborating with internal and external teams.
What they look for
Requirements
Candidates should have demonstrable experience in network and security infrastructure, along with strong analytical and problem-solving skills. A relevant degree or professional certification in networking or security is considered desirable.
Benefits
Full description
This role is based in North Macedonia.
About the team
Part of PXC’s Technical Operations function, the Technology and Security Operations Centre (TSOC) is the heartbeat of our organisation. We’re a collaborative, high‑performing team that pairs deep operational expertise with innovative thinking to keep our customers ’ services — and our network and applications — running securely and reliably.
Our team is responsible for identifying and managing network and security issues that impact both customers and colleagues, while also supporting our partners’ voice and data services.
Using modern monitoring and detection platforms, automation, and data‑driven insights, we proactively detect, investigate, and resolve network and security issues affecting both customers and colleagues. minimising impact by adhering to KPIs and industry best practices. Collaboration is key—we work closely with internal teams and external partners to keep services running smoothly and securely.
Requirements
About Your Role
Reporting to our Network Assurance Operations Manager, you’ll be part of a skilled team of network and security engineers, working closely with another Network Assurance Operations Specialist Team as well as four other rotating shift teams to deliver a seamless technical Assurance operation.
Your primary responsibility will be to identify, manage, and resolve assurance faults impacting our partners’ voice and data services.
This role follows a dayshift working hours, working days, with the addition of a late shift (12:00 – 20:00) on rotation basis.
Key responsibilities will include but not be limited to:
- Troubleshooting and
resolving escalated tickets and requests from our 1st Line triage Team
- Identify and respond
to a variety of issues and assignments, providing technical analysis and then implementing resolution steps to restore and improve services for our customers and colleagues. You will lead as well as support issues with other SME’s or IM teams.
- Responsible for
detailed recording of faults and faults including but not limited to a technical and non-technical explanation of operational impact, customer impact, progress, actions, and resolution. Ensuring stakeholders are kept up to date on progression and next steps, whilst driving suppliers and internal resolver groups towards restoring services within agreed SLA's.
- Identify and record
service requests following root cause analysis and the restoration of faults, champion a culture of operational excellence through continual service improvements, particularly those that will lead to improved KPI’s, ensuring they are progressed appropriately.
- Support the
development and maintenance of playbooks and knowledge transfer, where required.
- Accountable for
attending team, departmental and company updates and ensuring you are engaged in all necessary comms channels to receive necessary company updates.
- Demonstrate an
appreciation of the wider business context and values. At times contributing to daily fault calls producing and/or delivering updates on daily and weekly metrics and reports.
- Responsible for
ensuring the security and integrity of network & IT systems by adherence to the company's Information Security policies and procedures.
- Authorised to access
and make changes on live managed equipment, to ensure appropriate controls are in place to protect PXC and its customers. Authorised to approve engineer access to PXC and third-party data centres.
Success Criteria
Essential :
- Demonstrable
Technical knowledge Infra/Network/Security experience
- Understanding of
Network and optional Security Principles and practical application of these in relation to Fault Triage and Response
- Self-motivated;
good time-keeping and customer-value work ethic.
- Strong analytical
skills: gathers evidence, investigates solutions, considers implications for the business, goal-orientated
- Demonstrate ability
to problem solve, prioritising routine and non-routine tasks and work accurately and quickly in a high-pressure incident situation
- Ability to
communicate and advise on security and network topics to key stakeholders in an understandable form
Desirable :
- Relevant Security
or Network qualification or degree
- Experience working
in a Network/Security Support function
- Practical
experience with the latest technologies and vulnerabilities, exploits and malware
- JNCIA/CCNP
certified
Benefits
Wellbeing, because we care : FitKit wellness programme, day off for your birthday, paid volunteering time for causes you care about plus other benefits that are a part of our Health & Wellbeing programme.
Flexibility : a flexible working policy, including hybrid working.
Learning : LinkedIn Learning to build your skills on demand.
Rewarded : an annual bonus based on company performance, plus a reward and recognition programme.
