An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!
OverviewWe have an exciting opportunity for you to become an integral member of the TNS Global NOC. You will be part of an operations team providing first line support, partner escalation and incident management across the TNS network. You will be responsible for the monitoring and support of our the TNS customer network environment (providing a robust global network for the payments processing of thousands of customers) - and should be conversant in the role of upkeeping high availability networks, along with providing timely resolutions and quality assurance for customers.ResponsibilitiesWorking closely with your peers and teams in the UK, the US and Asia, you will provide a first point of contact for fault support and assistance - to meet the expectations of our customers and their defined SLAs on a 12x7x365 basis.
- Proactive monitoring and management of the TNS payments network.
- Responsibility for monitoring the health of customer network connectivity, performance.
- Logging of all service incidents in the incident management system.
- Working all assigned tickets through to resolution, whilst providing timely updates and escalations through the lifecycle of the incident ticket.
- Working closely with internal technical support groups and 3rd party organisations in support of service incidents.
- Post incident impact analysis and support.
- Provision of clear, consistent, and regular communication with internal and external customers.
- Support change management activities across the TNS and partner networks.
Required skills
- Experience in a Technical Support/Network Operations environment.
- Experience with a ticketing system for fault tracking, for example Remedy or Salesforce.
- Experience / knowledge of IP networking and WAN network protocols.
- Experience and or knowledge with DSL, Wireless and Ethernet circuit technologies.
- Understanding of GPRS, LTE and VPN technologies.
- Analytical approach to fault-finding with proven ability to diagnose network problems.
- Tenacious and inquisitive in investigating and applying corrective action.
- Good personal organizational and developed time management skills.
- Ability to work under pressure.
- Professional working attitude – strong ability to communicate effectively with local and remote team members.
Desirable skills
- A working knowledge of the ITIL framework, or ITIL foundation certification.
- Experienced with the following hardware, OS and networking protocols: Cisco, Digi, Virtual Access, Linux, IPSEC, VPN.
- Experience with Fortinet products (FortiGates and FortiSwitches)
- Understanding of SD-WAN solutions and cloud-based solutions such as AWS and Azure.
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
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What We Do
Transaction Network Services (TNS) is a leading global provider of data communications and interoperability solutions. Our global network and innovative value-added services enable transactions and the exchange of information to many of the world’s leading retailers, banks, payment processors, financial institutions and telecommunication firms. Founded in 1990 in the United States, TNS has grown steadily and now provides services to customers in over 60 countries across the Americas, Europe and the Asia Pacific region, with our reach extending to many more. TNS has designed and implemented a global data network which supports a variety of widely accepted communications protocols and is designed to be scalable and accessible by multiple methods.
