- Manage a variety of IoT / network(Data, Voice, Mobile services) alerts /reports and customer fault calls from internal technical divisions & customers (service portal /ticket system /email /telephone), related and not limited to solutions, network services, data centre, and products.Update trouble ticket systems and customer documentation with fault history.
- Contact and co-ordinate 3rd party suppliers, or other internal resources, to help achieve trouble resolution.
- Notify the On Call Support/Line-Manager of issues which require escalation, customer complaints or requirements & new business opportunities.
- Cover shift staff (day/night) when deemed necessary by the manager.
- Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work.
- Attend customer meetings regarding issues, projects or maintenance contract works. Create reports concerning customer issues, projects, and maintained services, operation design as and when required.
- Work on-site at customer premises as an integral part of their team from time to time.
- Travel to customer offices throughout EMEA region for business purposes as and when required.
- Provide technical support, create design and proposals for the customers. Ad-hoc requests from line manager.
- Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio.
- Knowledge and proficiency in maintenance and installation of network infrastructure, Server or Virtualization. Fluent English language skills required (Verbal and written).
- Ability to investigate and source answers to various email and telephony enquiries.
- Proven customer service and facing experience, at all customer levels.
- Flexible approach, able to work outside of normal working hours when requested.
- Strong time management/multi tasking & organisational skills.
- Good communication with customers, colleagues and related 3rd party vendors.
- Valid CCNP/CCNA, JNCIP or equivalent certification will be an advantage.
- Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers.
- Strong work ethics and reliable time keeping and attendance.
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New Job - London, United Kingdom - First People Recruitment
Description
Job Title: ITOC Support Engineer (Day Shift)
Normal Work Place: East London
Salary: to maximum up to £ £1,300 Shift Allowance + travel card up to Zone 6
Work hour: 4 days (12 hr 8:00 - 20:00), 4 days off, 4 days (12 hr 8:00-20:00), 4 days off *includes weekends
ITOC Support Engineer (Day Shift) - Job Purpose
As a 24x7 shift engineer at IT Operation Centre (ITOC), act as the 1st and 2nd level support and play a crucial role in early recovery of Network / Mobile services / IOT services /customers' services in the event of faults and trouble. Carry out a variety of technical tasks to meet or exceed customers' expectation by liaising with vendors, carriers, Mobile Operators, third-parties, and other related organisations. Contribute in delivering new services and products from an operational perspective. Execute tasks assigned by the Line Manager and contribute to building a strong team. All tasks must be delivered in a professional and timely manner to ensure customer satisfaction.
ITOC Support Engineer (Day Shift) - Re p onsilibity
ITOC Support Engineer (Day Shift) - Requirements:
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