Support Analyst Warwickshire 30 - 37K
Posted on Jan 3, 2023 by SmartSourcing Ltd
The department is responsible for the triage and management of incidents applicable to NMC Support Team.
Additional responsibilities include accurately recording incidents reported by Network Management Tools and by customers directly, ensuring that the incident is accurately logged with the correct information, severity, and impact and that any incidents which may breach SLA are escalated accordingly.
Accurately diagnose and resolve incidents within contractual SLAs, ensuring escalation of those which are in jeopardy.
Accurate fault capture ensuring inclusion of all the relevant information, to enable accurate and timely investigation, diagnostics, and resolution of all incidents and where an incident cannot be progressed by the NMC, engage the relevant parties.
Proactive management and maintenance of the network infrastructure ensuring that, where possible, problems are identified and resolved before an incident occurs
Carry out emergency and planned configuration changes to the network infrastructure in order to resolve any customer or network incidents.
Provide cover for the Duty Manager or Network Controller, as required.
Provide enhanced network support and monitoring during customer special events and major incidents.
Knowledge of a TETRA Network is desirable.
Experience of Tier 2/2nd Line diagnostics and technical troubleshooting within an NMC/NOC environment is desirable.
Expert knowledge of radio communications.
Experience of customer services within a Service Centre environment.
Fault diagnostic experience.
Type and level of minimum experience required:
The post holder will have worked in an NMC/NOC environment within the telecommunications industry and have experience of Tier 2/2nd Line diagnostics and fault resolution.
The post holder is also required to have experience of customer service within an NMC/NOC environment, preferably with experience of interacting with customers from the Emergency Services.
Desirable knowledge and skills:
A basic level understanding of radio networks.
Fault diagnostic experience
In return for your expertise, we will support you in this new challenge with coaching development every step of the way
- SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.
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