AJ45545

TYPE: Full Time, Permanent, Shift
WORKING DAYS: 4 days on ( 8:00 – 20:00), 4 days off
LOCATION: Near Canary Wharf
SALARY: Up to £36,000 depending on experience + £1,300 shift allowance + All transport costs covered (up to Zone 6)

ITOC SUPPORT ENGINEER RESPONSIBILITIES:
• 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)
• Update trouble ticket systems and customer documentation with fault history
• Contact and co-ordinate 3rd party suppliers, Mobile Operators, or other resources, to help achieve trouble resolution
• Notify the On Call Support / LM of issues which require escalation, customer questions /complaints or requirements & new business opportunities
• Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work
• Carry out BAU tasks with a high level of accuracy and professionalism such as, and not limited to, tape changes, system administrations and reporting
• Attend customer meetings regarding issue, projects or maintenance contract work
• Create ad-hoc reports concerning customer issues as and when required
• Support remote engineers with service tests related to both network and mobile services (SMS, mobile Data, ecalls)
• Work within ICT Operations Division on 24/365 maintenance rota and as replacement of colleagues when necessary
• Travel to KDDI and customer offices throughout Europe for business purposes as and when required
• Provide technical support, create design and proposals for customers
• Update internal data base for ITOC
• Communicate with vendors/carrier/customers about change requests and planned/emergency maintenance notifications. Execute ad hoc requests from the line managers
ITOC SUPPORT ENGINEER IDEAL CANDIDATE:
• Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio

• Knowledge and proficiency in maintenance and installation of network infrastructure, security, server or virtualization

• Fluent English language skills required (verbal and written)

• Ability to investigate and source answers to various service portals, ticket, email and telephone enquiries

• Proven customer service and facing experience, at all customer levels

• Flexible approach, able to work outside of normal working hours when requested

• Strong time management/multi tasking & organisational skills

• Good communication with customers, colleagues and related 3rd party vendors

• A valid CCNP/CCNA, JNCIP certification, IoT /mobile networking experience will be an advantage

• Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers

• Strong work ethic and reliable time keeping and attendance

• Ad hoc requests from your Line Manager

** All applicants must have the right to work in the UK as the Company is not able to offer visa support.