IT Support Engineer - CCNA/CCNP

A leading global Fortune 300 telecommunications company is hiring for an ITOC Support Engineer to join its team on a permanent basis.

The company has a lovely modern office environment, great company culture, and clear progression routes, as well as excellent benefits such as free travel in London Zone 1-6!

This role operates on a shift basis where you will work 4 days (8:00 – 20:00), have 4 days off, and then work 4 nights (20:00-08:00). This role operates 7 days a week, so will include weekends if this falls within the shift pattern.

The purpose of the role is to 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. You will carry out a variety of technical tasks to meet or exceed customers’ expectations by liaising with vendors, carriers, Mobile Operators, third-parties, and other related organizations, as well as contribute to delivering new services and products from an operational perspective.

Responsibilities:

1. 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).
2. Update trouble ticket systems and customer documentation with fault history.
3. Contact and co-ordinate 3rd party suppliers, Mobile Operators, or other resources to help achieve trouble resolution.
4. Notify the On Call Support / LM of issues which require escalation, customer questions/complaints or requirements & new business opportunities.
5. Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work.
6. Carry out BAU tasks with a high level of accuracy and professionalism, such as tape changes, system administration, and reporting.
7. Attend customer meetings regarding issues, projects, or maintenance contract work.
8. Support remote engineers with service tests related to both network and mobile services (SMS, mobile Data, e-calls).
9. Travel to client and customer offices throughout Europe for business purposes as required.
10. Provide technical support, create designs, and proposals for customers.
11. Communicate with vendors/carriers/customers about change requests and planned/emergency maintenance notifications.

Requirements:

1. Knowledge and proficiency in MS Office Excel, Word, PowerPoint, and Visio.
2. Knowledge and proficiency in maintenance and installation of network infrastructure, security, server, or virtualization.
3. Fluent English language skills required (verbal and written).
4. Ability to investigate and source answers to various service portals, ticket, email and telephone inquiries.
5. Proven customer service and facing experience, at all customer levels.
6. A valid CCNP/CCNA, JNCIP certification, IoT/mobile networking experience will be an advantage.
7. Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers.
8. The ability to speak Japanese is desirable but not essential.

A great opportunity for an experienced ITOC Support Engineer to join a growing and highly successful telecoms business.

Send your CV to apply today.

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