Overview
will occasionally travel to other Telecoms locations across the UK. There will also be the opportunity for some home working once on-site training has been completed. The broad range of systems and technologies you will work with, as well as the size and complexity of this organisation, will present you with some truly fascinating and unique challenges daily.
Responsibilities
* Perform Tier 1 network surveillance to identify alarms/ issues on the remote management terminals (i.e. Netcool, SCADA, FTN Transmission, GSM-R Radio and GSM-R Core Switching Element Managers) with a view to investigating or escalating to Tier 2 for in-depth technical analysis.
* Receive and record customer fault details in the fault management database, tasking these to the appropriate function and also recording the action taken and any resolutions achieved.
* Drive Trouble/Problem tickets through to resolution in accordance with agreed targets and related priorities driving committed engagement and commitments with all involved resolver groups and customers, utilising proactive internal and external resolution escalation as required.
* Construct/write fault reports to facilitate a strong focus on Trouble Ticket resolution. Compile handover reports to enable the smooth transition of operational issues/concerns/notes from one shift team to the next.
* Perform tasks in support of ongoing programmes. These may include providing technical information, test calls and related tasks.
* First point of contact for all telephone and email queries, making sure that these queries are directed to the relevant team/person.
* Provide prompt and timely response and updates to customer queries and fault reports, demonstrating strong awareness of their business needs/requirements and priorities.
Qualifications
* Basic understanding of fibre/copper transmission and digital radio telecommunications systems.
* Fully conversant with operating computer-based applications.
* Minimum of GCSE/ 'O' levels including English, Mathematics and Science.
* Experience of working in a high-pressured environment.
* Willing to work shifts (roster includes nights and weekends).
* Excellent customer facing skills.
Preferred
* Experience of working on a telecommunication network.
* Experience of shift working.
Benefits
* Generous annual leave (28 days plus statutory days), with the option to buy/sell days.
* Defined benefit pension scheme.
* 75% subsidy on rail and underground season tickets.
* Discounts at stations with your Network Rail pass. Flexible/hybrid working arrangements.
* Volunteer leave to make a positive impact. Healthcare Scheme, GymPass discounts, Cycle to work plus more.
* Generous maternity, paternity, and adoption leave to support our employees during significant life moments.
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