ITOC Support Engineer

ITOC Support Engineer (Ref: AJ45455)

A highly successful IT and telecommunications services company based in central London seek a communicative ITOC Support Engineer to join their busy team, to carry out a variety of technical and coordination tasks to meet customer requirements.

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.

If your application is successful, you will be contacted within two business days.
We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.