FTTP Technical Support Analyst

Overview

Our top telecoms client is looking for an FTTP Technical Support Analyst to join their team on a contract basis in Manchester. The role is a 12-month contract and requires you to be based in or around Manchester with some in-office presence.

Role Purpose

You will have a range of responsibilities including exception management for Provision & Assurance, monitoring the FTTP network to support provision/assurance activity, supporting incident management processes and driving continuous service improvement. You will play an active role in ensuring the Service Desk meets its strict SLAs.

Job Role Responsibilities

• Work closely with internal FLL departments to ensure all FTTP orders are progressed and completed within delivery lead times.
• Ensure all resolver groups are performing to the expected standard.
• Resolve any exceptions that occur during the provisioning process within target SLA’s.
• In the event of an issue arising during provisioning and early life, keep the CP regularly updated on progress, liaising with internal FFL departments and other teams to ensure swift resolution of FFL provisioning activities.
• Report and manage potential incidents.
• Ensure provisioning processes are used efficiently and accurately to reduce double handling and customer dissatisfaction.
• Monitor the FTTP network and respond to areas of concern, through trend analysis and network monitoring, supporting the incident management process.
• Engage with the Network Restoration Services Provider to ensure exceptions are managed as per SLA.
• Take ownership of day-to-day issues impacting provisioning/fault management, including escalation and complaint management.
• Identify potential areas of development in MAP provisioning procedures.
• Support MAP development by taking part in workshops and liaising with other teams to improve processes and customer experience.
• Work to achieve SLAs, quality standards and other KPIs.
• Provide technical support on all appropriate products in line with the MAP support scope.
• Own the resolution of customer issues in accordance with MAP processes and policies.
• Liaise with internal and external parties to investigate and resolve issues.
• Manage time effectively to ensure tasks are completed within deadlines.
• Work within MAP policies, including Information Security.
• Own issues through to resolution for CEO complaints, high-level escalations, repeated/reopened tickets, and unresolved cases, taking responsibility for their closure.
• Provide full root cause analysis and highlight improvement opportunities to reduce future fault volumes.
• Be available to work various shift patterns on a roster basis (7:30am–4:00pm, 8:30am–5:00pm, or 9:30am–6:00pm).
• Be available to cover one week on call on a roster basis.

Experience / Skills / Knowledge / Qualifications

• Experience in Telecoms, specifically Fibre-related products.
• Customer service training/experience.
• Experience in a Service Support Environment.
• Experience using Service Desk applications.

Benefits

• 12 month contract
• Competitive rate
• Hybrid role

About the Employer

At First Recruitment Group we understand the importance of securing the right people. Our Recruitment Consultants take time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for an FTTP Technical Support Analyst.

As part of putting people first, we strive to be an equal opportunities employer and we are committed to increasing the diversity of our workforce, working closely with our clients to ensure everyone is included.