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FTTP Technical Support Analyst/Process Support

NMS Recruit Limited
Job LocationManchester
EducationNot Mentioned
Salary26,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

A fantastic opportunity has arisen for a FTTP Technical Support Analyst to join a rapidly growing business within the fibre industry.You will be part of a team that works effectively together that encourage creating service improvement suggestions and trial and test these improvements in order to improve the overall service to our customers. You will play a key role supporting CommunicationProviders and 3rd party contractors. You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting the incident management process andsupporting continuous service improvement. You will also be playing an active role in ensuring the Service Desk meets its very strict SLAs.Responsibilities

  • Working closely with internal departments to ensure all FTTP orders are progressed and completed within delivery lead times.
  • Ensure all resolver groups are performing to the expected standard.
  • Resolving any exceptions that occur during the provisioning process within target SLAs
  • Reporting and management of potential incidents.
  • Ensure all provisioning processes are used efficiently and accurately to reduce double handling and customer dissatisfaction.
  • You will be responsible for monitoring of the FTTP network and reacting accordingly to areas of concern.
  • Through trend analysis and network monitoring of the FTTP network, you will play a key role within the incident management process.
  • You will be responsible for engagement with the Network Restoration Services Provider ensuring exceptions are managed as per our SLAs.
  • Take ownership of day-to-day issues impacting the efficiency of the provisioning/fault management process, including escalation and complaint management.
  • Be proactive in identifying potential areas of development in MAP provisioning procedures.
  • Working to achieve SLAs, quality standards and other KPIs agreed
  • Technical support on all appropriate products in line with the MAP support scope.
  • Liaise with internal and external parties and take ownership to investigate and resolve those issues.
  • Responsible for taking ownership through to resolution for CEO Complaints, High Level Escalations, Tickets that have been repeated/reopened a specified number of times and remain unresolved.
  • Provide full Root Cause Analysis and highlight improvement opportunities to reduce future fault volumes.
  • Be available to work various shift patterns on a roster basis to cover early and late starts. 7:30am till 4pm. 8:30am till 5pm or 9:30am till 6pm.
  • Be available to cover one week on call on a roster basis.
Experience
  • Working within Telecoms, specifically Fibre related products.
  • Customer Services Training/Experience.
  • Working within a Service Support Environment.
  • Using Service Desk applications.
Benefits
  • £26,500
  • 25 days holiday plus bank holidays
  • 1 day off for your birthday
  • Hybrid working
  • Pension
  • Bonus
  • Additional benefits
To be considered for this fantastic opportunity please submit your CV, if you dont receive a response within 5 working days please assume your application has been unsuccessful.Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS will be acting within your interest and will contact you in relation to the role, either by email,phone or text message. For more information see our Privacy Policy h t t p : / / w w w . n m s r e c r u i t . c o m / p r i v a c y - p o l i c i e s on our website. It is important you are aware of your individual rights and the provisions the company hasput in place to protect your data. If you would like further information on the policy or the GDPR please contact us on a d m i n @ n m s r e c r u i t . c o m

Keyskills :
AssuranceNetworksProvisioningFFTP

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