Description
An experienced Mobile Telecoms Service Desk Engineer to monitor and troubleshoot IMS platform and client telecommunication networks and systems issues through to resolution within agreed SLA periods. Must have working experience and knowledge of telecoms core networks of 2G, 3G and 4G and IT systems. On a contract or permanent basis.
Compulsory experience:
- Must have working experience and knowledge of telecoms core networks of 2G, 3G and 4G and IT systems.
- 2-3 years experience in a Service Desk role preferably in a IT/Technology based Industry
- Some knowledge of monitoring/maintaining network elements would be useful particularly in an Operations & Maintenance environment
- Understanding of IMS, CRM, CBS & BSS an advantage.
- Ability to diagnose, troubleshoot & resolve technical situations
- ITIL/eTom knowledge an advantage.
- Ability to communicate in written and oral English
- Aware of the importance of culture as an intrinsic part of the success of the organization
- NOC experience.
- Experience in Cisco VOIP
- Working on a Telecoms and/or IT desk.
Duties:
- Act as SPOC for the customer receiving and answering phone calls, e-mails, CMS Web and other communications, processing customers request.
- Producing Daily Performance reports for distribution to a senior audience
- Distribute and assign cases to other parts of the business as required
- Monitoring of the IT stack and Core network alarm system by actively monitoring the relevant Huawei's Service Management Tool's, raising cases and assigning to the correct resolver as necessary.
- Maintain good ticket management in-line with Huawei ticket management philosophy.
- Support and liaise communication with the Field team
- Communicate with the customer to acknowledge receipt of notification of Incident or problems, clarify ticket priority, provide indication of timescales before work can start
- Handling incidents for management by the Incident Manager using the Incident management process
- Record Incident, problem and change request configuration data relating to the customer service into the Huawei's Service Management Tool.
- Handling service requests using the Service, Problem, Change and Configuration request processes
- Confirm incident resolution or Service request fulfillment results with customer and collect customers feedback in line with Huawei philosophy
- Identify any risks or areas of improvement and report to the Service Desk Manager
- Maintain a rolling shift handover record that is open to the business
- Coordinate with 3rd and Strategic partners as necessary
- Liaising with other parts of the Customer business as appropriate
- Adhere to the Escalation policy identified by Huawei, escalating as appropriate to the process and procedure
- Responsible for ensuring all Equipment, Process and Procedure knowledge documents are updated and followed.