Careers

Principal Accountabilities / Objectives:

The Field Engineer will be expected to provide field Deployment & First Line Maintenance support to a varied customer base. Day to day tasks will involve new build deployment activities and/or responding to maintenance calls within SLA, fault finding and hardware replacement with TAC assistance. He/she will also provide support in technical competence, observing Indigo’s Safety, Health, Environmental and Quality (SHEQ) standards.

Main Responsibilities:

Principal accountabilities of the role include, but are not limited to:

• To support the company by carrying out installation and commissioning duties in both a project and maintenance environment.
• To provide First Line Maintenance support for Indigo’s current customer base.
• Respond to all interventions in a timely manner, ensuring as far as reasonably possible that all SLA’s are met.
• Provide OOH on-call cover as required by agreed on-call rota.
• Provide the Indigo GSC / Project team with regular up-to-date information on progress of intervention.
• Provide Line Manager and relevant Project Managers with feedback regarding on-site issues.
• Complete and submit all paperwork and documentation within SLA.

Other Key Responsibilities:

• Establish and maintain excellent working relationships within Indigo.
• Represent Indigo in a professional manner at all times, both externally and internally.
• Comply with company and local standards, procedures and protocols.
• Comply and work with the company with regard to Health and Safety.
• Complete other ad hoc duties as required.
• Updating and producing new processes and policies as required.

Competency/Skill/Knowledge/Qualifications:

• Good oral and written communicator.
• Good training skills.
• Ability to work as part of a team.
• Ability to work on own initiative and deliver key objectives.
• Able to work under pressure.
• Ability to positively influence others.
• Previous experience in telecommunications or related field experience.
• A sound knowledge of Nokia/Alcatel-Lucent, Ciena, Huawei, Cisco and Tellabs equipment is essential.
• PC literate, especially Microsoft Office suite including MS PowerPoint and MS Visio. Microsoft Excel is essential.
• Willingness and ability to pick up new systems quickly.
• Excellent standard of written and spoken English.
• Excellent telephone manner.
• Self motivated and able to work to own initiative.
• Ability to effectively manage own time and workload.
• Flexible approach to the role, with the ability to adapt and react to business needs.

Principal Accountabilities / Objectives:

The Indigo Telecom Group Global Support Centre (GSC) provides its customers with network monitoring, European wide engineering resources and associated technical services. Based in South Wales, the GSC is staffed by highly trained professionals on a 24x7x365 basis and has well-established methods and procedures. The GSC interacts frequently with its customers’ support teams, UK & European service partners and suppliers, and the Indigo sales teams.

The role of the GSC Team leader is to provide leadership to the shift teams, acting as a point of escalation to ensure that customer SLAs/KPIs are met or exceeded. The GSC “Shift” Team leader will be accountable for the delivery and achievement of the customer SLAs. The GSC Team Leader must be clear and concise in all forms of communications. Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately. The GSC Team leader role is a line management role to the shift team, extended day teams and IDCC teams.

The GSC Team leader will be required to work very closely with all other departments within Indigo Telecom Group and its Service Partners and, as such, will need to develop good working relationships with members of staff within these departments.

Main Responsibilities:

Principal accountabilities of the role include, but are not limited to:

Manage the delivery of the GSC services:

• Manage and achieve the customer SLAs and KPIs;
• Ensure all required site visit reports & customer part returns are completed according to customer contractual agreements;
• Take ownership of incidents in a calm and efficient manner and manage to resolution;
• Complete root cause analysis, implementing improvement actions where required;
• Ensure that all GSC and customer reports are correctly completed by 5th day of each month;

Manage the GSC staff and extended teams:

• Effectively lead and manage the GSC shift teams on a day to day basis;
• Act as first point of escalation for the GSC teams, internal and external customers;
• Complete customer incident reports as required within agreed timescales;
• Work with the shift team to review options to meet SLAs, assess priorities and make decisions on the course of action to follow;
• Communicate effectively internally and externally on the chosen course of action;
• Ensure various Indigo Telecom Group support function e-mail accounts are monitored and e-mails actioned in a timely manner at all times;
• Where applicable, ensure that the customer specific e-mail accounts are monitored and actioned, and that third-party tickets are monitored and chased according to SLA’s and guidelines;
• Train, advise, coach and mentor team members; set objectives, hold regular one to one reviews, monitor individual performance and complete mid-year and annual appraisals;

• Provide input to training needs, provide training where possible, and arrange for internal training with colleagues and other departments where necessary;
• Ensure that the company and customer fault management systems are 100% accurate and up to date at all times in terms of contract management, site information, database administration and training;
• Monitor and redistribute workload as required within the GSC teams
• Drive the teams to deliver the best in class customer experience and exceptional customer service for all clients.

Communication with the customer:

• Ensure customers are kept informed of incident progress throughout the ticket lifecycle, internally and externally, adhering to SLA response times;

• Attend customer review conference calls/meetings as required;

Act as the technical escalation point for customer networks.

Principal Accountabilities / Objectives:

The Project Coordinator will provide project support and co-ordination duties associated with the objectives and tasks of the Project Management team, involving working across a number of projects where appropriate.

Main Responsibilities:

Principal accountabilities of the role include, but are not limited to:

• Assists in the scheduling of engineers in line with project SLAs and in conjunction with the Project Delivery department, Engineering Team Lead and Resource Coordinator;
• Arranges site access, site access permits as required by the project(s) and in conjunction with the project schedule and including the keeping of access logs, key logs etc as relevant;
• Materials Management: Identification of consumables and parts, placing of orders, orders tracking, co-ordination of deliveries to site;
• Coordinates and tracks tools and test equipment between field staff;
• Communicates to engineers and audits project documentation;
• Reports internally and to customers as relevant by project(s);
• Provides supporting information to engineers via email and as a point of contact for escalated access issues on site;
• Escalates engineering issues to the Project Manager as relevant;
• Additional Tasks (as relevant)
• Assists Project Manager with reporting on activities completed (KPI reporting);
• Manages simple projects including simple profit and loss statements;
• Represents the company in customer meetings/on customer conference calls in either an assisted or primary role;
• Provides a point of contact to customers and engineers;
• Financial and commercial support – signing of acceptance reports and invoicing against customer purchase orders.

Competency: Skills/Knowledge/Qualifications:

• Minimum Education level: 5 GCSEs or similar to include Maths and English;
• Good PC and Microsoft Office skills especially Microsoft Excel.
• Good telephone manner and experience of dealing with difficult parties, both internal and external;
• Good geographic knowledge of UK;
• Strong communication skills;
• Good organisational skills and able to work logically;
• Good timekeeping essential;
• Able to manage own time effectively;
• Able to recognise and escalate issues and seek assistance where necessary;
• Able to work in both a team and on own initiative;
• Previous Project Coordinator experience required;
• Previous Team leader experience preferred;
• Understanding of working to deadlines and able to work under pressure to deliver on multiple fronts. The successful candidate will be required to work in a fast-moving changing project environment hence the ability to work under pressure whilst often dealing with multiple tasks is essential;
• Previous experience in the Telecoms industry would be an advantage.

Principal Accountabilities / Objectives:

The Indigo Telecom Group Global Support Centre (GSC) provides its customers with network monitoring, European wide engineering resources and associated technical services. Based out of Magor, South Wales, the Indigo GSC is staffed by highly trained professionals on a 24x7x365 basis and has well-established methods and procedures.

The Indigo GSC interacts frequently with its customer’s support, UK & European service partners and suppliers, and Indigo’s sales teams so it’s important that the GSC Technical Call Handler is clear and concise in their communications.  Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately.

The individual will be required to work very closely with the all other departments within Indigo and also Indigo Service Partners, and as such will need to develop good working relationships with members of staff within these departments

Main Responsibilities:

Principal accountabilities of the role include, but are not limited to:

• Answer and process customer fault calls in a professional, responsible and consistent manner;
• Conduct transactions accurately, which adhere to SLA measurements as per customer contracts;
• Log support calls from customers on the fault management system, and pass to the relevant technical support resource and/or escalate appropriately, either internally or externally;

• Manage faults to a satisfactory conclusion (identifying and responding to faults on the fault management systems, liaising with 3rd party suppliers, handling faults through to resolution);

• Follow the defined GSC processes and procedures to ensure that the fault management system is kept fully updated at all times;
• Ensure on a daily basis that all open calls are progressed and that customers are kept regularly updated on progress;
• Despatch appropriate engineering resource across the world to customer site as necessary to achieve fault resolution;
• Monitor the Indigo Support email account and take the appropriate course of action to meet the customer SLAs;
• Monitor customer third party systems, and regularly chase for updates until resolved;
• Monitor and act on the time commitments to ensure SLA’s are met;
• Follow the defined GSC processes and procedures before escalating to the GSC Team Leaders in the event of a potential SLA failure;
• Carry out any further ad-hoc tasks requested by the GSC Manager or GSC Team Leader during day and night shifts.

Competency: Skills/Knowledge/Qualifications:

• Previous Help Desk experience an advantage;
• Ability to build and maintain good working relationships both internally and externally;
• Analytical problem solver;
• strong attention to detail;
• Excellent customer service skills;
• Excellent communication skills, both verbal and written English;
• Desire and motivation to learn and ability to advance skill level;
• Ability to multitask and prioritise workload;
• Flexibility and ability to work on own initiative;
• Ability to remain calm under pressure;
• PC literate, especially Microsoft Office;
• Self-assured in contact with customers, sub-contractors, suppliers and internal resource;
• Trustworthy and honest

Principal Accountabilities / Objectives:

He/she is responsible as set out in the below chart. Provides additional support to ensure engineering teams deliver on time, in budget and quality. He/she will also work towards gaining technical competence and adhere to Safety, Health, Environmental and Quality (SHEQ) standards.

Main Responsibilities:

A highly motivated individual with a previous background in Telecoms(not essential) who can support and assist the Field Engineering Team in the following areas:

• Manual labour in supporting Telecoms Installers and Engineers
• Provide First Line Maintenance On Call support for Indigo Telecom Group to the current customer base. Maintenance support is provided 24/7, 365 days a year therefore a flexible approach to the role, with the ability to adapt and react to business needs is essential. Respond to all interventions in a timely manner, ensuring as reasonably possible that all SLA’s are met with documentation completed & submitted
• Qualified and experienced in physically building Telecoms Infrastructure services from plans and to Quality requirements
• An entry level Telecoms Commissioner who can provide services defined in [A3] plus is skilled and competent in providing basic standalone product commissioning to a level of “green light and connectivity
• SC Clearance/BS7858 Clearance/Equivalent
• Fault Finding. Ability to receive instructions (written and/or verbal) from NOC (Indigo and/or customer) to resolve outstanding issues

Competency: Skills/Knowledge/Qualifications:

• Good oral and written communicator.
• Good training skills.
• Ability to work as part of a team.
• Ability to work on own initiative and deliver key objectives.
• Able to work under pressure.
• Ability to positively influence others.
• Previous experience in telecommunications or related field experience. ( Not essential)
• PC literate, especially Microsoft Office suite including MS PowerPoint and MS Visio. Microsoft Excel is essential.
• Willingness and ability to pick up new systems quickly.
• Excellent standard of written and spoken English.
• Excellent telephone manner.
• Self-motivated and able to work to own initiative.
• Ability to effectively manage own time and workload.
• Flexible approach to the role, with the ability to adapt and react to business needs.

Locations: Scotland and London

Job Purpose:

The role of the RAN Engineers will primarily be to support project-based activities for National Mobile Network Operators.

Principal Accountabilities / Objectives:

To provide Field Engineering resources that are analytical, energetic and pragmatic individuals to support ongoing and long-term projects across UK. Key to the success of our projects is not only the skills and experience of the engineers, but also the attitude to the tasks at hand.

Main Responsibilities:

Typically, engineers are expected to complete three site upgrades/migrations during a working day, however, this is subject to the availability of geographically suitable sitesThe Field Engineers (FE) will be attending Mobile Network Operator (MNO) sites across UK to perform a number of tasks on 2G, 3G, 4G and radio paging services, including, but not limited to;

• Attendance at multiple RAN, Core, Exchange and/or Hop sites each day
• Interacting with the Customer RAN team to complete daily activities
• Use of transmission testing devices for TDM and Ethernet and Test phones for 2G, 3G and 4G pre/post activity call/capacity testing of Customer Cells
• Transmission testing (TDM/Ethernet), failure diagnosis, accurate fault reporting
• TDM jumpering and subsequent testing
• Access to Laptop on site to act as remote hands – This also necessitates access to cellular data network from another operator to ensure laptop can be remotely managed when activities necessitate
• Creation of Hand-Over Pack post each site visit within standard template
• Provision of Installation materials, provided within a single rack, between racks in a shelter or between racks in a compound – specifically including
  • 3002 cable (Indoor and Outdoor) BNCs and Type 43 connectors.
  • (CAT6 (Indoor and Outdoor) with RJ-45 connectors (Straight and Crossover).

Attitude, Knowledge and Skills:

Task days are designed to be completed within normal working hours. It must be understood that whilst individual sites typically complete in less than one hour, there are exceptional days when a range of issues may prevent this from being the case. Additionally, high priority sites may be required to be scheduled to complete either at night or weekends. Engineers are expected to be on site by 09:00 and will need to operate within specific outage windows.

TDM and Ethernet test equipment must be provided to all engineers and is the responsibility of the partner.

Engineers must be familiar with a range of technologies and the different mechanisms for the delivery of capacity and the deployment of vendor hardware within a Mobile Operator environment.

These include;

• Legacy Transmission – PDH/SDH, NTEs and MDFs – Optical and Electrical
• Ethernet – IP and IPVPN
• TDM, SDH and Ethernet microwave transmission.
• Tellabs 86xx, Cisco 901
• 2G/3G/4G technologies, with hardware and base stations from Huawei, Ericsson, NSN, Nortel

Competency/Skills/Knowledge/Qualifications:

• Must have 5+ years experience in a similar environment

Salary:

Competitive

Start date:

As soon as possible

Application: To apply for the position please send your CV to careers@indigo-belcom.com

Typically working in a Telephone Exchange & data centre environment nationwide (UK&I)

Proven onsite telecoms experience essential

• Completion of site surveys to include completion & submission of documentation
• Pre-staging works within the Indigo Telecom Labs (South Wales & Birmingham)
• Site installation works to include:
• Installation of rack & stack
• Card infill & replacement activities
• DC power cabling, termination & test
• AC power cabling
• Coax / Cat5 cable (installation, termination, labelling and testing)
• Fibre installation, scope, test, label
• HSE competent
• Completion of all H&S and Site Completion documentation
• Available to work to an on-call (shift) on 24×7 basis as part of an on-call maintenance rota
• Desirable
  • SC clearance
  • 17th edition Electrical Installation 2382 City & Guilds
  • Fibre Splicing City & Guilds
  • AC/DC competence and Arqiva accredited
  • NRSWA Unit 2 Chapter 8
  • Rooftop Awareness
  • RF Awareness

Please note there is a requirement to be flexible and that travel throughout the UK will be required.

Typically working in a Telephone Exchange & data centre environment nationwide (UK&I)on 24x7x365 basis

• Available to work to an on-call (shift) on 24×7 basis as part of an on-call rota
• Proven onsite telecoms experience
• Proven knowledge and experience working on a variety of multi-vendor telecoms equipment
• Competent in the use of telecoms test equipment
• Troubleshoot and clearance of alarms with remote Technical Support
• Swapping of various telecoms equipment or associated cabling (eg Fibres)
• Desirable
  • SC clearance
  • 17th edition Electrical Installation 2382 City & Guilds
  • Fibre Splicing City & Guilds
  • AC/DC competence and Arqiva accredited
  • NRSWA Unit 2 Chapter 8
  • Rooftop Awareness
  • RF Awareness

Please note there is a requirement to be flexible and that travel throughout the UK will be required.

Typically working in a Telephone Exchange & data centre environment nationwide (UK&I)

Proven onsite telecoms experience essential

• Commissioning and fault finding of various leading telecoms vendor equipment -Inc pre-staging works
• Completion of site surveys to include completion & submission of documentation
• Pre-staging works within the Indigo Telecom Labs (South Wales & Birmingham)
• Site installation works to include:
• Installation of rack & stack
• Card infill & replacement activities
• DC power cabling, termination & test
• AC power cabling
• Coax / Cat5 cable (installation, termination, labelling and testing)
• Fibre installation, scope, test, label
• HSE competent
• Completion of all H&S and Site Completion documentation
• Available to work to an on-call (shift) on 24×7 basis as part of an on-call maintenance rota
• Desirable
  • SC clearance
  • 17th edition Electrical Installation 2382 City & Guilds
  • Fibre Splicing City & Guilds
  • AC/DC competence and Arqiva accredited
  • NRSWA Unit 2 Chapter 8
  • Rooftop Awareness
  • RF Awareness

Please note there is a requirement to be flexible and that travel throughout the UK will be required.