Job Description
An exciting opportunity is available for individuals seeking career development in a prestigious multinational technology company located in the London facility. The company embraces a hybrid work model, combining remote work and office presence as directed by the ETSC management team.
The European Technical Support Center (ETSC), situated in the London facility, oversees customer services across a global network. The main focus of the center is to deliver exceptional customer service, efficiently triage issues across multiple networks, products, and technologies, and function as a cohesive team within the service assurance operation.
As a member of the team, the individual will be responsible for providing, owning, and managing Tier 2 support for the EMEA customer base. This includes supporting the Transport, IP, and Ethernet product portfolio, ensuring compliance with SLAs and internal processes for fault resolution, planned work, and activation requests.
Responsibilities:
- Acts as the primary point of contact for service-related escalations from both internal and external customers. Handles sensitive situations with sound independent judgment and provides accurate status updates and action plans to achieve timely resolutions.
- Prioritizes customer experience and acts as a customer advocate, striving to make their experience as seamless as possible.
- Contributes feedback and insights to the development, implementation, and evaluation of plans, work processes, systems, and procedures that align with annual goals, objectives, and work standards.
- Supports, manages, and monitors services within the European Technical Service Centre (ETSC), offering Tier 2 technical support and driving timely fault resolution. Handles escalations in adherence to SLAs.
- Supports customers during European business hours through a designated shift pattern, addressing and resolving customer issues via phone, email, and web-based portals.
Candidate Requirements:
Minimum Requirements:
- Possesses relevant experience in a customer-facing/service desk or NOC role.
- Demonstrates understanding of telecommunications and technology products.
- Exhibits proficiency in IP technology, including BGP, IP routing, etc.
- Possesses essential knowledge of SDH/SONET technology and troubleshooting.
- Possesses essential knowledge of DWDM technology and troubleshooting equipment.
- Familiarity with Ethernet technology.
Preferred Requirements:
- Ability to follow processes and detailed instructions.
- Highly organized with strong planning skills for short to medium-term objectives.
- Strong problem-solving abilities.
- Collaborative team player with the capability to work independently.
- Detail-oriented and well-organized.
Job Types: Full-time, Permanent
Salary: £44,000.00 per year
Benefits:
- Casual dress
- Childcare
- Company events
- Company pension
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Work from home
Schedule:
Supplemental pay types:
Application question(s):
- Have you used or have experience with Cisco, Nokia, Alcatel, Juniper, Accidian? Please highlight which access technologies and hardware you have experience with.
Experience:
- Computer networking: 2 years (required)
Work Location: Hybrid remote in London