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Job Description

Job Objective:

Provide first-level support for clients, resolve incidents, identify problems through pro-active monitoring and manage planned engineer works. To be acknowledged as the client’s champion ensuring high levels of satisfaction and an excellent client experience. Provide backup support to the NMC.

Key Duties & Responsibilities:

• Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
• Proactively monitor alarm management systems for events, create, own, and manage trouble tickets to successful resolution
• Supplier incident management
• Incident management, trouble shooting and resolution of first level technical issues
• Ensure all service tickets have correct closure data
• Use of and ensuring data integrity of systems
• Assist Service Managers as required and produce reason for outage reports
• Assist with planned engineering works, including service impact analysis and client notifications
• Identify service concerns, issues, challenges and escalate to NMC/TAC and management
• Maintain accurate records, assist with auditing and data cleansing as directed
• Assist Provisioning to configure & activate services / restoration as directed
• Assist with creation of ad hoc reports as needed
• Assist other departments and perform various projects as needed
• Cover for the Network Management Centre and provide NMC Disaster Recovery capability

Minimum Qualifications:

• Bachelor’s degree (or equivalent) in a related field

Experience & Skills:

• Requires minimum of 1 years’ experience in telecom industry including experience in service desk or similar fields or a successful intern assignment with WIOCC working on the Service Desk / NOC / NMC
• Knowledge of various platforms around Subsea, Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS)
• Effective written and verbal communications skills evidenced by work history and accomplishments
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes:

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate, and flexible
• Personnel excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
• Willing to work on a 24/7 shift including nights, week-ends and public holidays / on-call as require

How To Apply

Interested candidates are encouraged to apply by submitting their updated CV including three referees.  Applications should be sent to [email protected] indicating the job position in the Subject Line.

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