Technical Support Engineer at BT

Job description

Purpose Of Role

The role is the primary customer contact for detailed technical questions, is customer focused, and can set up customer requirements into a working ICT solution, if necessary together with other disciplines.

Key Responsibilities

• Manage the resolution process for all P1 and other critical incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific customers and engaging the appropriate service area to resolve the issue. The individual is expected to aggressively drive, facilitate and lead the technical resolution of complex and highly visible technology incidents - ensuring maximum system availability.
• Organise, chair and manage MIM calls and process for respective contracts
• To be available to take calls and run P1 bridges for respective contracts if the On call IM is unable to manage
• Accountable to help improve overall performance of the contract dedicated to around managing, tracking and reporting of critical incidents and responsible to establish technical & business bridges/conference calls as required and involve all relevant teams/vendors/parties and to take overall ownership of the Incident until resolution.
• Liaison with Team Leaders and Team Managers of all technical experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• Manage the contract and queue with all tickets end to end working closely with shift leads and Duty managers/ Team Managers
• Update and communicate Team and Process Manual on new development and improvements in process
• Responsible for the complete process adherence and handling of all incidents according to SLAs
• Participate, Organise and chair customer calls with Service Managers
• Escalation Point for any non-adherences or ticket quality management for the contract. Work on driving improvement actions with Duty managers/ Team managers
• Run contract specific reporting on daily/weekly/monthly basis
• Monitor BTTR for tickets failing Escalations – Jeopardy Management. First level Escalation for the contract failing tickets

Job function

Customer Service and Contact Centres

Salary

competitive

Closing date

Jul 7, 2017, 5:59:00 PM

Qualifications

• Typically engineering/science degree.
• CCNP qualified.
• Typically 3 years professional experience within tele/datacommunications environment.

Skills/Experience

• Technical Expertise - Prepare the necessary configuration and validation for new customer installations.
• Performance is measured from complete and on-time delivery, according to SLA.
• Perform end-to-end commissioning in co-operation with customer representatives to prove correct functionality.
• Assist in design, engineering, testing and rollout of newly defined BT products.
• Can act as a source for the resolution of unique or complex problems which effect the management of own discipline.
• Customer/Business Orientation - Customer Response: Can develop long-term relationships with external customers. Develop and maintain management systems, fault diagnosis and debugging tools.
• Provide network test facilities to different, operational, departments to support effective fault resolution and network improvements.