Technology Operations Centre (TOC) Specialist

Job title: Technology Operations Centre (TOC) Specialist

Office location: Belgrade - Hybrid working

Rotating shifts: Monday to Friday 9am-5pm, 2pm-10 pm & Weekends 10am-6pm

About the role and the Team:

As a TOC Specialist, you will play a vital role in supporting access network maintenance projects while performing essential day-to-day tasks. Your responsibilities will include assisting the Network Maintenance team with switch replacements, maintaining and replacing UPS units, and managing customer escalated tickets related to both network and system issues.

What will you be doing?

• Perform switch and ups replacement process by following established procedure.
• Coordinate with Network Maintenance team to schedule maintenance windows and minimize service disruptions.
• Communicate with NetOps engineers to troubleshoot and resolve any technical issues encountered during replacement process.
• Communicate project status, updates, and challenges to Senior NetOps engineer, ensuring alignment throughout project lifecycle.
• Assist in training and knowledge transfer to enhance technical skills and gain exposure to various aspects of switch replacement.
• Document all activities that were made during the project are recorded in ServiceNow.
• Contribute to project status reports, as well as, documenting the progress and challenges.
• Manage and respond to incoming customer tickets involving network or system issues.
• Conduct basic troubleshooting for network-related tickets and escalate to NetOps if the issue requires advanced analysis.
• Troubleshoot system-related tickets and escalate to SysOps for more in-depth resolution if needed.

What we are looking for:

• Good knowledge on Ethernet, IP, Broadband and IT technologies
• Good understanding of troubleshooting network & IT services issues
• Excellent English, written and spoken
• Team player, reliable and proactive
• Dedicated to continuous learning
• Analytical thinker with strong attention to details

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

• You apply (please send us your CV in English)
• We carefully review your application
• We'll get back to you — even if it's a no (for now)