ITOC Support Engineer, London

Job Purpose: As a 24×7 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, and customers’ services in the event of faults and trouble. 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. Contribute to 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.

Job Accountabilities:

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 coordinate 3rd party suppliers, mobile operators, or other company resources to help achieve trouble resolution.
4. Notify the On Call Support/Line Manager 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, but not limited to, tape changes, system administrations, and reporting.
7. Attend customer meetings regarding issues, projects, or maintenance contract work.
8. Create ad-hoc reports concerning customer issues as and when required.
9. Support remote engineers with service tests related to both network and mobile services (SMS, mobile data, e-calls).
10. Work within ICT Operations Division on 24/365 maintenance rota and as a replacement for colleagues when necessary.
11. Travel to the company’s offices and customer offices throughout Europe for business purposes as and when required.
12. Provide technical support, create designs, and proposals for customers.
13. Update internal database for ITOC.
14. Communicate with vendors/carriers/customers about change requests and planned/emergency maintenance notifications.
15. Execute ad hoc requests from the line managers.

Ideal Knowledge/Experience:

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 are required (verbal and written).
4. The 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. Flexible approach, able to work outside of normal working hours when requested.
6. Strong time management, multitasking & organizational skills.
7. Good communication with customers, colleagues, and related 3rd party vendors.
8. A valid CCNP/CCNA, JNCIP certification, IoT/mobile networking experience will be an advantage.
9. Significant experience in implementing and troubleshooting networks or PC/servers throughout OSI 7 layers.
10. A strong work ethic and reliable time-keeping and attendance.

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