FTTP Technical Support Analyst

Job Overview
  • Published, 4 months
  • Job Location: North West
  • Trade: Electricians
Job Details

We are currently recruiting for a FTTP Technical Support Analyst on a permanent basis for our growing fibre network provider client, paying an annual salary of £26,500 plus benefits.

Based in Irlam, West Manchester, the candidate will work on a rotating shift pattern and will cover one week on call on a roster basis. The shift patterns are:

  • 7.30am til 4.00pm
  • 8.30pm til 5.00pm
  • 9.30am til 6.00pm

The FTTP Technical Support Analyst will work alongside other team members creating service improvement suggestions, trialing and testing them in order to improve the overall service to customers, supporting communication providers and third party contractors.

Your responsibilities will include:

  • Exception management for provision and assurance
  • Monitoring of the FTTP network to provide provision/assurance activity
  • Supporting the incident management process through reporting and managing potential incidents and customer issues
  • Ensuring that the Service Desk meets Service Level Agreements, quality standards and Key Performance Indicators
  • Taking ownership of day-to-day issues impacting the efficiency of the provisioning/fault management process, including escalation and complaint management
  • Identifying potential areas of development in MAP provisioning procedures and contributing to the improvement of processes and customer experience
  • Providing full Root Cause Analysis and highlighting improvement opportunities to reduce future fault volumes

Skills required:

  • Experience working within Telecommunications, specifically Fibre related products, within Customer Services, or within a Service Support Environment
  • Experience using Service Desk applications
  • Have a good understanding of ITIL – Incident and Problem Management practices
  • Microsoft Excel skills
  • Effective communication and organisational skills
  • Ability to work independently and as part of a team
  • Customer focused
  • Good time management with the ability to prioritise tasks
  • A high level of accuracy on manual data tasks

For more information on this opportunity, please contact Kaia Annis on 0161 989 7144 or Kaia.Annis@morson.com

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