Core Technical Support Specialist

Job Description

Department DescriptionThe Core Technical Support Specialist is responsible for maintaining the availability and delivery of the Technical Support Function’s remit relating to the core Infrastructure within the UK Managed Services Platform. This is delivered as part of a 24/7/365 support model underpinning the delivery of all associated services and service levels in line with contractual performance levels.Job DescriptionKey Responsibilities and Accountabilities:- Provide 2nd and 3rd line support interfacing with suppliers as required to resolve complex issues and agreeing solutions with Technical Design Authorities.- Delivery of the Core Technical Support remit ensuring the availability of the function across a 24/7, 365 day pattern including on call requirements.- Liaise with Customers on all complex issues that can not be resolved satisfactorily by 1st and 2nd line teams, taking ownership through to resolution whilst maintaining communication flow throughout- Develop and discharge the Applications, Infrastructure and Spares Management related processes as well as participation within other processes such as Problem, Change, Incident, Release, Availability Management.- Ensuring the Core Network Infrastructure systems are patched to the correct level required by our security accreditors.- Ensuring Core Network Infrastructure uptimes are within the business defined SLAs.- Ensuring Core Network Infrastructure hardware is maintained.- Support and undertake the installation of new or upgraded Core Network Infrastructure components, systems and services.- Undertake initiatives to strengthen the Incident Analysts knowledge and capabilities- Develop Continuous Improvement Plans, identify risks and undertake initiatives to improve performance quality, efficiency and customer satisfaction.- Support the Core Technical Support Manager with Vendor and Supplier technical performance and management reviews- Provide responses to operational escalations and complaints in an effective and professional manner.- Act as an external ambassador, representing and promoting UKMS to customers and suppliers through all relevant contact- Adhere to all relevant MSP and MSI processes.- Knowledge sharing, training and development within the team.- Support the production of reports relating to the IT Technical Support team performance.- Identify risks to achieving performance Levels and initiate appropriate actions to mitigate.Basic RequirementsTechnical Expertise:- Ericsson MS Access environment experience.- Experience with Tetra, DiMetra, 2G, 3G, 4G, Ericsson Switching Capabilities.- Extensive industry experience working in Technical Support teams with demonstrable experience in at least one of the following: Core Network technologies. And associated processes;. IP Network technologies; Security technologies;- Demonstrable ability to identify improvements in Technical Support SLAs e.g. Incident Resolution, Availability Management, Operate and Maintenance etc.- Knowledgeable in Mobile and Public Safety Communication technologies and critical services Required skills

4G

3G

Tetra

Ericsson MS Access environment

DiMetra

Keyskills :
3G Tetra Ericsson MS Access environment DiMetra