FTTP Technical Support Analyst Irlam ·

Overview

(Temp role for 12 months)

The Role You will be part of a team that works effectively together. We encourage our team to create service improvement suggestions and trial and test these improvements in order to improve the overall service to our customers. Develop your technical knowledge working with a team of creative and technical agents to further develop your own technical capability. Great team environment, friendly and hard working. You will play a key role supporting Communication Providers and 3rd party contractors. You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting our incident management process and supporting continuous service improvement. You will also be playing an active role in ensuring the Service Desk meets its very strict SLA\'s.

Responsibilities include:

• Working 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.
• Resolving any exceptions that occur during the provisioning process within target SLA’s
• In the event of an issue arising during the provisioning and early life process, aim will be to keep the CP regularly updated as to progress, liaising with internal FFL departments, and other departments to ensure swift resolution of the FFL provisioning activities.
• Reporting and management of potential incidents
• Ensure all provisioning processes are used efficiently and accurately to reduce double handling and customer dissatisfaction.
• You will be responsible for monitoring of the FTTP network and reacting accordingly to areas of concern
• Through trend analysis and network monitoring of the FTTP network, you will play a key role within our incident management process
• You will be responsible for engagement with our Network Restoration Services Provider ensuring exceptions are managed as per our SLA’s
• Take ownership of day-to-day issues impacting the efficiency of the provisioning/fault management process, including escalation and complaint management.
• Be proactive in identifying potential areas of development in MAP provisioning procedures.
• Support the management with development in MAP by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience
• Working to achieve SLA’s, quality standards and other KPI’s agreed
• 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 and take ownership to investigate and resolve those issues
• Effective time management ensuring tasks are effectively completed within deadlines.
• Work within the relevant MAP policies e.g. Information Security
• Responsible for taking ownership through to resolution for CEO Complaints, High Level Escalations, Tickets that have been repeated/reopened a specified number of times and remain unresolved
• 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 to cover early and late starts. 7:30am till 4pm. 8:30am till 5pm or 9:30am till 6pm
• Be available to cover one week on call on a roster basis.

Reporting to: Service Assurance Manager

Personal attributes

• Good communication, organisation and team working skills
• Customer focused with a professional outward attitude.
• Be able to communicate effectively and professionally with internal and external clients
• Time Management. The ability to manage time and prioritize tasks
• High level of accuracy on manual data tasks
• Can do attitude, focussed and ability to work independently in line with our service guarantee’s.
• Team Player

Experience & Qualifications

• Working within Telecoms, specifically Fibre related products
• Customer Services Training/Experience
• Working within a Service Support Environment
• Using Service Desk applications

Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV\'s or proposals from any other third party and any speculative CV\'s or proposals being sent into the organisation will be treated as gifts.

As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV\'s does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.

Submission of any unsolicited CV\'s and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV\'s were sent.