The Role
As part of our Managed Solution Centre team your role as a Shift Technician will involve supporting our customers over a full range of Thus products and a number of complex bespoke solutions.
What You’ll Do
What You’ll Need
- Be the first technical contact for Managed Solutions customers and ensuring you deliver class leading customer service
- Monitor/manage internal and external customer networks
- Diagnose, troubleshoot and resolve operational faults.
- Trouble ticket logging and progressing to resolution
- Accurately log customer and network fault reports, ensuring all key information is present to enable swift diagnosis and commencement of resolution activity.
- Proactively monitor all platforms within the Managed Solutions centre which include;
- i) MPLS access network
ii) Managed Customer Premises Equipment
iii) THUS Plc corporate network and telephony switch network
iv) HP-Openview customer networks
v) Bespoke customer platforms.- Interrogate all networks and services (MPLS, SDH, PDH, PABX, DSL, and IPT) and using your technical knowledge and understanding, resolve network issues remotely, if applicable.
- Proactively contact all our Managed Solutions customers on issues you have identified leading to impact on their services.
- Responsible for managing your own time and prioritising your workload to maximise efficiency at all times.
- Compile a range of daily reports as required including some statistical reporting and bespoke reporting to meet specific customer requirements.
- Take a key role in the coaching and training of new members of the Shift Technician team.
- ISO27001 - Compliance with ISMS policies and procedures
- ISO27001 - Incident reporting
Hours of Work:
- Strong customer experience skills.
- Experience of working in a Network Operations Centre.
- Proven track record on network troubleshooting and fault management.
- Completed CCNA/CCNP or similar level.
- Strong communication skills
- Flexible and good team worker.
- Must be willing to work shift pattern involving night and weekend work.
Shift pattern covering 24/7/365 days – 12 hours, nights and days from 7-7.A shift allowance is included as part of the salary package.
SEND ME YOUR CV, COVERING LETTER AND SALARY EXPECTATIONS.
THIS ROLE IS A BEAST BOYS AND GIRLS
Closing Date: 9th May 2008
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