ITOC Support Engineer (Day Shift)

Job Title: ITOC Support Engineer (Day Shift)
Normal Work Place: East London
Salary: to maximum up to £36000 + £1,300 Shift Allowance + travel card up to Zone 6
Work hour: 4 days (12 hr 8:00 - 20:00), 4 days off, 4 days (12 hr 8:00-20:00), 4 days off *includes weekends

ITOC Support Engineer (Day Shift) - Job Purpose

As a 24x7 shift engineer at IT Operation Centre (ITOC), act as the 1st and 2nd level support and play a crucial role in early recovery of Network / Mobile services / IOT services /customers' services in the event of faults and trouble. Carry out a variety of technical tasks to meet or exceed customers' expectation by liaising with vendors, carriers, Mobile Operators, third-parties, and other related organisations. Contribute in delivering new services and products from an operational perspective. Execute tasks assigned by the Line Manager and contribute to building a strong team. All tasks must be delivered in a professional and timely manner to ensure customer satisfaction.

ITOC Support Engineer (Day Shift) - Reponsilibity

• 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), related and not limited to solutions, network services, data centre, and products.Update trouble ticket systems and customer documentation with fault history.
• Contact and co-ordinate 3rd party suppliers, or other internal resources, to help achieve trouble resolution.
• Notify the On Call Support/Line-Manager of issues which require escalation, customer complaints or requirements & new business opportunities.
• Cover shift staff (day/night) when deemed necessary by the manager.
• Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work.
• Attend customer meetings regarding issues, projects or maintenance contract works. Create reports concerning customer issues, projects, and maintained services, operation design as and when required.
• Work on-site at customer premises as an integral part of their team from time to time.
• Travel to customer offices throughout EMEA region for business purposes as and when required.
• Provide technical support, create design and proposals for the customers. Ad-hoc requests from line manager.

ITOC Support Engineer (Day Shift) - Requirements:

• Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio.
• Knowledge and proficiency in maintenance and installation of network infrastructure, Server or Virtualization. Fluent English language skills required (Verbal and written).
• Ability to investigate and source answers to various email and telephony 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.
• Valid CCNP/CCNA, JNCIP or equivalent certification will be an advantage.
• Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers.
• Strong work ethics and reliable time keeping and attendance.

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We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.

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