Operating within Real Time Operations environment, this role is responsible for customer network reactive fault management and resolution.
The main focus will be on fault localization and resolution for all DSL/Broadband Products systems.
Candidates have to work on a 24*7 shift rotation, providing high quality customer service and 3rd line support whilst handling Data and Voice related faults and any other customer enquiries to a large, diverse, Business & Wholesale customer base.
Undertake detailed technical fault diagnosis and resolution across a large number of internal groups and 3rd Party suppliers to ensure customer incidents are resolved within agreed company service level standards.
To assign & resolve all faults to appropriate technical escalation areas and notify line management of issues and problems requiring attention.
Demonstrate the ability and understanding of the need to be a team player and assist the team in achieving set departmental Key Performance Indicators
Respond to faults raised via the Service Desks. Resolve all faults within target times to ensure that department service levels and key performance indicators are achieved.
To complete detailed fault diagnostics on GTT network equipment utilizing appropriate technical diagnostic tools. To complete detailed fault diagnostics on the ‘last mile’ of the network utilizing external remote diagnostic tools to understand how end user customers would set-up and configure equipment.
To joint test with exchange based field engineers (including 3rd party Suppliers) to ensure correct path to resolution.
To ensure that outstanding problems are escalated according to jeopardy management procedures and to continue to monitor and own outstanding problems ensuring that resolution is achieved in the shortest possible time.
Provide support to managers, team members and other colleagues to ensure departmental best practice is adhered to.
To ensure that customers perceptions are managed effectively.
Troubleshoot customer networks for escalated faults & assist the data team in troubleshooting and handling issues.
Escalating complex issues to 2nd Line or Core whichever applicable.
To achieve agreed performance levels in line with Business targets, Customer requirements and the functional SLA’s.
ADSL/SDSL DSL Technology & DSLAM’s/MSAN Hands On
Experience with Layer1, 2 & 3 of OSI model
Familiarity with IP networks to include SIP, IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, DNS, SNMP.
Good understandings of DSL Modems and Routers (Preferably Cisco and Juniper)
ATM Network troubleshooting.
Experience in ISP Networking Platform would be preferred.
Excellent technical and non-technical verbal and written skills in English.
Knowledge of IP networking, LAN, WAN & TCP/IP
Experience with supporting Broadband, MPLS, connectivity issues with good hands on BGP.
Excellent troubleshooting skills and logical thinking.
CCNA, JNCIA certification would be an additional advantage.
German language would be an additional advantage.
Graduate degree in Engineering or equivalent degree.