Job Description

Your mission

This is an excellent opportunity supporting with one of the most exciting projects in the telecoms industry to date. You will be the first point of contact for technical support for our customers, working to find a resolution for any faults or outages.

Your profile

WHAT WILL YOU BE DOING?

• Actively supporting our installations team in FTTP deployments.
• Troubleshooting end user faults.
• Identifying faults and engaging with the relevant teams for support.
• Proactively managing critical alarms.
• Proactively manage outages, giving continuous feedback to the wider business and our customers.
• Own and manage tickets for incidents and faults.
• Working within our defined service level agreements.
• Assisting other teams to ensure customer fault resolution via phone.
• Order management
• Assisting with training for new colleagues
• Mentoring and knowledge sharing with more junior team members
• Supporting and owning NOC projects
• Acting as a point of escalation within the team for more complicated technical faults

Why us?

WHAT WILL YOU BRING?

• Significant experience within the Hyperfast NOC
• Broad range of knowledge on alarms and RSP faults
• Experience in managing escalations relating to large scale outages
• Previous experience in supporting with training and mentoring
• An understanding of network protocols.
• A solid understanding of networking principles and protocols (IPv4, IPv6, VLANs).
• A customer centric approach
• Knowledge of networks and GPON.
• Service desk experience and ticket management capability is essential
• CCNA or JNCIA desirable