Job Description

About the role

Ensure compliance of performance management targets and customer satisfaction.
Ensure all incidents/inquiries are processed and resolved or sent to appropriate next level agency in a speedy and effective manner.
To provide hands on support for critical incidents or if demand exceeds team resources available
Working experience on WAN technologies ( for example Metro Ethernet, managed LAN, Leased line, ATM, Frame Relay, DSL, BGP, MPLS )
To build and maintain effective relationship with Service management and corresponding Orange Business Service counterparts.
Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement.
Ensure adherence to company procedures to assure call quality, customer satisfaction and restoration of customer service as soon as possible
Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation completions, internal fix percentages and to complete root cause investigation when outside of objective. Feedback to departmental management on actions to improve.
Implementation of strategies and processes to ensure employee satisfaction.
Deputize for senior departmental management in their absence.

About you

Any Degree or Diploma in Electronics/Computers or science required.
CCNA, CCNP
Fluent in written and verbal English
Exceptional customer handling skills
Good understanding of Cisco routing, switching, VOIP,MPLS, Metro Ethernet etc
Excellent training & coaching skills
Good analytical skills
Ability to communicate at all levels across the business..
Excellent customer service skills.
Ability to learn quickly and understand basic network connectivity and infrastructure.
Good interpersonal skills, time and matrix management skills
Willing to work in night shift on rotational basis as per business requirements,
Capable of representing the organisation during major incidents.
Able to work within a time critical, customer focused environment
Ability to multi task and work under pressure.

Additional information

Good network support knowledge and experience .
Service oriented, customer focused with good customer service skills .
Good networking/communications background .
Experience in one or more of the following: Network, Firewall's / Security / Checkpoint or Web Hosting Network, LAN/WAN topologies and protocols, Server protocols, Desktop products.Cisco/Nortel Technologies, IP Telephony,Satellite, Systems/Network Management.
Good interpersonal skills .
Good time management, organizational and communication skills .
Ability to work under pressure .
Ability to deal with multiple tasks .
Proactive, self motivated and determined attitude .
Problem solving skills .
Able to cover Flexible working hours/shift patterns as and when required (24*7).

Department

Customer Services & Operations

Contract

Regular