Job Description

Lightwire have added over 1,500 services in the last 12 months, so are scaling up our team to ensure we can continue to provide an amazing customer experience as we grow. To fill our 3rd and 4th newly created roles, we are on the hunt for two keen individuals to join our NOC team (Network Operating Centre) as Assurance Specialists. This role will see you provide an excellent level of customer support, undertake system troubleshooting and maintenance as well as have a keen interest to learn all requirements of new site equipment installations. 

Whether you are an upcoming/recent IT graduate or in a similar role, we are looking for two individuals who have the attitude to want to learn and to be part of something more. 

We want our people to grow with Lightwire and invest heavily in our people’s development, happiness, and wellbeing. To truly deliver on developing our people, we have created a NOC Cadetship. The programme is designed to expose our NOC team to different departments across the business within their first year and enable them to distinguish pathways they want to explore further – for example, truly understanding what ‘a day in the life’ of a Dev Engineer, Cyber Security Engineer, or possibly a Network Engineer might look like. Our mission is to accelerate the rate at which our emerging engineers gain relevant skills and experience, and where possible, see those pathways navigated after a 2-year period working as part of our NOC Team. 

What you’ll be doing?

Working as part of Lightwire’s NOC Team, our support staff have a rewarding opportunity as the voice of Lightwire to ensure our customers issues are resolved quickly, whilst creating a memorable customer experience. 

Working from our award-winning Head Office in Hamilton, you will work alongside like-minded individuals who are driven by solutions and success. Our culture has a strong focus around people and this role represents a great opportunity for the right person to gain a multi-discipline grounding in the industry as a springboard to career advancement. 

With experience in diagnosing and troubleshooting ISP technical issues, you will be working with rural and business customers through an array of channels, including web chat, phone, and email. Key responsibilities within this role include: 

Take ownership, investigate, and resolve customer support tickets.

Support and provisioning of customer voice solutions such as 3CX, Microsoft Teams Trunks / SIP Trunks.

Managed hardware configuration and support with hardware vendors such as Fortigate, Ubiquiti, Juniper, Cradlepoint, Mikrotik and Yealink.

Validate bespoke service delivery options such as LAN / WAN Extensions.

Monitor, address or escalate rural network outages.

Support with investigating and implementing changes to improve our customer experience.

Participate in the NOC On-Call Roster, ensuring the health, reliability and availability of our network (more details to be provided, but on average this is every 6-weeks

This role will be full-time (40 hours per week) working Monday-Friday 1.00 pm to 9.00 pm with the flexibility to work a weekend day if need be. 

What we're looking for:

Excellent written and verbal communication and understanding.

Proven experience in diagnosing and resolving technical issues

Technical abilities; a basic knowledge and interest in computers, their operating systems, internet applications and basic networking.

Restricted or Full Drivers Licence.

Proven experience in diagnosing and resolving technical issues

Benefits:

Extensive Wellbeing Programme: Includes an in-house gym (or reimbursement for remote workers), wellness sessions, and Personal Trainer & Wellbeing Coordinator. We offer a 45-minute weekly wellness session to encourage activities and coaching that will support the health and wellbeing of our team (this relays to both physical and mental health).

Wellness allowance: A quarterly allowance to encourage employees to take ownership of their wellbeing so they can be their best self both personally and professionally and create new life-long wellbeing habits. 

Top quartile salaries. We look at industry stats, recruitment data and we make sure we are consistently paying in the upper quartile, and are prepared to adjust any time, to make sure we are meeting the market for A players.

Clothing Allowance: Looking professional costs money, we provide an annual clothing allowance to help with this.

Best internet around town: An unlimited home internet connection is available to our team from the best provider in town (Lightwire of course!). We provide discounted internet access to friends and family where we can.

Flexibility. We understand that a 9–5 job can be a juggle. So to make things easier for our team, we consider flexible working arrangements to create a work + life fit that works for each individual, as well as the Company. How do we achieve this? We trust our team.

KiwiSaver 4%: We contribute and match to 4% of your KiwiSaver contributions.

First Homeowner Contribution: For A players, we recognise that taking that first big step and committing to buying your own home is a big deal, we help with a one-off contribution (up to $7,500) to your deposit.

Extended Leave: Sometimes you just want to be able to explore the world – been with us for more than 2 years, we are happy for you to take some extended leave of absence to complete that round the world trip.

No-Red-Tape Credit Card: Until recently I hadn’t thought this was a benefit, but we like to make things easy and provide every staff member with a credit card, so our employees don’t have to wait to be reimbursed.

Home office: We provide all the setup you need to have an effective home office – it also fits in with our work from anywhere, and flexible working hours philosophy – sometimes you just need to be able to work from home for a variety of reasons – like family!

100% of the best tools that you need for the job: All the software, hardware, and systems that you need to do your job at work and at home. Latest Apple iPhone provided [or you have another preference the equivalent of] along with a great calling plan. (I got a Surface Book, so hardly slumming it)