Location: Canterbury, Kent

Salary: From £25,000.00 per year DOE (From £25,000.00 per year DOE)

Job Type: Permanent

Job Information

Orbital Internet Group is one of the UK’s fastest growing and largest ISP’s offering a wide spectrum of Internet solutions at affordable prices to residential and business users. Orbital Internet Group has rapidly built one of the UK's most sophisticated WiMAX class networks, providing thousands of end user's with ultra-fast internet access. Orbital Internet Group is now looking to employ a Second Line support analyst to help manage and support our growing network and portfolio of services.

Summary

You will be responsible for managing multiple concurrent tasks with varying technologies in an exciting and competitive environment, with exposure to a wide range of existing and emerging technologies.

The right candidate will have the chance to work in our purpose-built modern office based just outside of Canterbury and should have had experience of working in a technical support role. You will be required to work 37.5 hours a week in a shift pattern typically between 8am and 8pm Monday to Sunday with the possibility of out of hours work as well.

The ideal candidate will be organised, motivated, articulate, and proactive, with strong attention to detail. As a company, we welcome open collaboration and your ideas will be greatly valued. The willingness to learn new things and embrace technologies used within the company will greatly help with progression, complemented by the ability to complete projects under minimal supervision.

The overall purpose of the role is to provide 2nd line technical support to Orbital Internet Group’s residential and business users. A core focus of the role is problem analysis and resolution to the customer’s satisfaction. This is a demanding second line position, calling for a high standard of customer support to be delivered. Your role will include both supporting customers on the telephone and also answering tickets via our online helpdesk. You will also be required to provide technical assistance to first line analysts dealing with more complex problems.

As the role includes dealing with customers, you will be required to present a friendly, helpful, positive attitude at all times. Orbital Internet Group offer a wide variety of internet-based products, and your ability to support all of these is essential.

This role will suit individuals who are committed to providing premium quality technical support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer. Your ability to provide fast, concise information is essential.

Candidate Profile & Attributes

Candidate Profile:

· Demonstrates an enthusiasm for helping and providing excellent customer support.

· Knowledge and experience of providing technical support to office and consumer environments.

· A strong knowledge and experience of Internet technologies.

· An ability to communicate effectively, both verbally and in writing.

· An ability to prioritise and manage your workload effectively.

· Ability to participate and contribute effectively as a team member.

· An ability to motivate themselves and to take the initiative when appropriate.

· An ability to describe and explain clearly, with a strong attention to detail.

· Able to quickly inspire confidence in less senior members of the team.

· Knowledge of Windows, MAC OSx and other Unix/Linux based systems.

· An ability to work with Office 365 products.

· Strong understanding of Ethernet, TCP/IP routing, Network packet analysis tools use and configuration.

· Strong knowledge of wireless networking and working with Wide Area Networks.

· Knowledge of layer 2 layer 3 network protocols, including understanding of VLAN’s, IP Subnetting and QoS.

· Knowledge of Mikrotik and Ubiquiti product set and configuration.

· Strong technical and analytical skills.

· An ability to recognise issues that have a wider implication and acting upon them.

Key Responsibilities

Key Responsibilities:

· Build knowledge of company services and solutions

· Learn and utilise essential company procedures for assisting our customers and logging tickets in our CRM.

· Documenting solutions and sharpening problem-solving skills.

· Provide regular case status updates to CRM and customers, keeping them informed of progress on open tickets.

· Work to analyse and resolve complex problems in a team environment and consult co-workers and procedures to optimise problem resolution.

· Maintain ownership of customers problems and be proactive during the life cycle of the ticket until resolved.

· Mentors all junior staff on best practices, policies, procedures and subject matter products.

· Be the point of call for more complex problems, assisting first line technical support analysts.

· Participate in special projects, as assigned by Team Leader or Management.

Location: Canterbury, Kent

Salary: From £20,000.00 + per year DOE (From £20,000.00 + per year DOE)

Job Type: Permanent

Job Information

Orbital Internet Group is one of the UK’s fastest growing and largest, Kent based ISP’s offering a wide spectrum of Internet solutions at affordable prices to residential and business users. Orbital Internet Group has rapidly built one of the UK's most sophisticated WiMAX class networks, providing thousands of end user's with ultra-fast internet access. Orbital Internet Group is now looking to employ First Line Technical Support Assistant to help support our customers and help develop new solutions.

Summary

The right candidate will have the chance to work in our purpose-built modern office based just outside of Canterbury and should have had experience of working in a technical support role. You will be required to work 37.5 hours a week in a shift pattern typically between 8am and 8pm Monday to Sunday with the possibility of out of hours work as well.

The ideal candidate will be organised, motivated, articulate, and proactive, with strong attention to detail. As a company, we welcome open collaboration and your ideas will be greatly valued. The willingness to learn new things and embrace technologies used within the company will greatly help with progression, complemented by the ability to complete projects under minimal supervision.

The overall purpose of the role is to provide 1st line technical support to Orbital Internet Group’s residential and business users. A core focus of the role is problem analysis and resolution to the customer’s satisfaction. This is a demanding first line position, calling for a high standard of customer support to be delivered. Your role will include both supporting customers on the telephone and also answering tickets via our online helpdesk. As the role includes dealing with customers, you will be required to present a friendly, helpful, positive attitude at all times. Orbital Internet Group offer a wide variety of internet-based products, and your ability to support all of these is essential.

This role will suit individuals who are committed to providing premium quality technical support and are able to troubleshoot in a thoughtful and efficient way, in some instances identifying a problem with limited information from the customer. Your ability to provide fast, concise information is essential.

Candidate Profile & Attributes

Candidate Profile:

• Proven experience in a technical customer service/technical support environment

• Exposure to multiple operating systems including Windows 10 and Mac OSX.

• Excellent Knowledge of Wireless Technologies

• Strong Email Client knowledge including Outlook, Thunderbird, Mac Mail

• Working knowledge and experience of core networking technologies such as IP, DNS, DHCP and NAT

• Good understanding of IP subnetting

• Familiarity with VoIP

• Some form of IT qualification a bonus

• Analytical structured approach to problem solving

• Committed to service excellence

• Eager to provide first call resolution

• Able to quickly inspire confidence in others and build rapport with the customer

• Able to remain calm and focused in an ever-changing environment

• Experience of working successfully in an ‘unscripted’ customer contact environment an advantage

• Excellent communication skills in order to provide clear and concise telephone and e-mail support

• Keeps up to date with technology trends and has keen interests in fields relevant to the position.

Key Responsibilities

Key Responsibilities:

• To provide 1st line technical support; answering support queries via phone and dedicated web-based helpdesk; in a thoughtful and efficient way.

• To take ownership of user problems and be pro-active when dealing with user issues.

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• To escalate more complex calls to the relevant Support members.

• Giving timely and accurate responses to enquiries.

• Providing customer coaching in order to help the customer resolve problems themselves.

• Provide relevant information and answer customer queries via phone or helpdesk.

Location: Canterbury, Kent

Salary: From £35,000.00 per year DOE (From £35,000.00 per year DOE)

Job Type: Permanent

Job Information

Orbital Internet Group is one of the UK’s fastest growing and largest, Kent based, ISP’s offering a wide spectrum of Internet solutions at affordable prices to residential and business users. Orbital Internet Group has rapidly built one of the UK's most sophisticated WiMAX class networks, providing thousands of end user's with ultra-fast internet access. We operate a national IP backbone spanning multiple datacentre’s, telephone exchanges and core POP sites. We provide services to customers in the UK as well as internationally.

Summary

Orbital Internet Group is now looking to employ a Senior Network Engineer to help maintain our core network as well as help develop new solutions.

We are a forward-thinking company and thrive on our ability to provide bespoke internet connectivity solutions. Our can-do attitude, and exposure to varying internet technologies, makes this role an exciting challenge for the right candidate.

The right candidate will have the chance to work in our purpose-built modern office based just outside of Canterbury and should have had experience of working in a senior network engineer role. Split home working is also possible with this position. You will be required to work 37.5 hours a week and will include out of hours work and on call.

This is an excellent opportunity to join a dynamic company who are playing a crucial part in the underpinning network infrastructure of the internet and play a key role in maintaining and developing our network capability.

Candidate Profile & Attributes

Candidate Profile:

· Expertise on latest Extreme & Cisco hardware and operating systems (SLX-OS, IOS)

· Knowledge of Mikrotik and Ubiquiti product set and configuration

· IP internetworking and Routing & Switching

· Expert level internetworking troubleshooting in a large-scale network environment

· WAN circuits and protocols (Ethernet, MPLS)

· Dynamic IP Routing protocols (OSPF, ISIS, BGP)

· Expertise in AS connectivity (eBGP, MPLS)

· Excellent design documentation skills

· Experience of Ticket Management applications

· Strong knowledge of VOIP and its associated protocols

· Layer 1 Understanding of fibre / copper cabling, constraints, technologies, grades, distances, applications

· Knowledge of network management, network availability and capacity planning applications and techniques

· Extensive expertise with general firewall configuration and support, including IPsec VPN configuration and troubleshooting

· Strong experience in network traffic monitoring, analysis, packet capture, and troubleshooting

· Solid understanding of enterprise ISP facing services including migration of services to Next-Gen network technologies, including the implementation of new DDOS platforms

· Understanding in Incident, Problem and Change Management

· Some scripting skills would be desirable

· A practical, hands-on approach to problem solving with the ability to work effectively under pressure

· An ability to recognise issues that have a wider implication and acting upon them

· A love for emerging technologies to help strive the business forward

· Self-motivated, willing to take responsibility, work with minimum supervision and able to lead the resolution of issues through to final resolution.

Key Responsibilities

Key Responsibilities:

· Reporting directly to the Technical Director, you will be responsible for delivering implementation projects, including upgrading, managing and fault finding on our core network.

· Configuration and management of a range of IP network equipment from multiple vendors as required for ongoing operation of the service

· Reviewing, accepting and modifying new design concepts from the engineering teams and 2nd line engineers to ensure they are fit for purpose and can be supported in the live network without compromising the network availability

· Handle escalations from our 1st/2nd support line team where necessary.

· Provide technical expertise in special and bespoke projects.

· Configure and maintain network automation platforms.

· Ongoing day-to-day Network maintenance.

· Hands-on complex engineering, including heavy maintenance work.

· Provide out of hours support to the NOC as part of the on-call operations engineering team

· Providing training and knowledge transfer to other team members when new technology or systems are deployed to the network

· Proactive identification of potential issues in the network and subsequent implementation of corrective action plan

· Own core network monitoring to ensure full visibility and reporting

· Managing the existing change control process