3rd line technical escalation point to the NOC and practical hands-on support in the customer service centre to ensure faults are resolved as quickly as possible and requests are professionally responded to. ITIL problem management experience essential. Oversee and implement complex customer change requests routine maintenance, monitoring and testing to maintain network integrity. Coordinate and provide direction on complex faults to ensure timely resolution. Build and maintain the technical knowledge database and organise technical troubleshooting workshops for NOC staff. As a member of the Company's core customer service centre team and the main escalation point for technical issues you will be required to troubleshoot and resolve 3rd line support escalations acting as an internal point of escalation for technical network issues. Define (in conjunction with the network architect and technical management)and oversee the routine preventative maintenance procedures for customer and core systems and network elements to ensure network health. Provide technical input and advice with planned works on the operational network, ensuring they are carried out in a controlled, timely manner with minimum service downtime and that all NOC resources are prepared and informed. Provide technical input and produce RFO reports in conjunction with the Customer Services Manager. Provide technical root cause analysis and trend analysis in conjunction with the Network Architect where appropriate to provide problem management in order to reduce the impact and repetition ofsupport incident and proactively prevent future incidents occurring. Candidate must have a minimum of 3 years working experience within a helpdesk / NOC environment ideally within ISP /Telecoms industry. CCNP minimum and a methodical and systematic approach with an eye for detail.![]()
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