FTTP Technical Support Analyst

Our top telecoms client is looking for an FTTP Technical Support Analyst to join their team on a contract basis in Manchester

Our Client has a requirement for a FTTP Technical Support Analyst, who will be required to work on a 12 month contract basis in Manchester.

MUST BE BASED IN OR AROUND MANCHESTER (need to be in the office a few days a week)

Role Purpose:

• You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting our incident management process and supporting continuous service improvement. You will also be playing an active role in ensuring the Service Desk meets its very strict SLA's.

Job Role Responsibilities:

• • Working closely with internal FLL 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 SLA’s
  • In the event of an issue arising during the provisioning and early life process, aim will be to keep the CP regularly updated as to progress, liaising with internal FFL departments, and other departments to ensure swift resolution of the FFL provisioning activities.
  • 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 our incident management process
  • You will be responsible for engagement with our Network Restoration Services Provider ensuring exceptions are managed as per our SLA’s
  • 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.
  • Support the management with development in MAP by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience
  • Working to achieve SLA’s, quality standards and other KPI’s agreed
  • Technical support on all appropriate products in line with the MAP support scope
  • Own the resolution of customer issues in accordance with MAP processes and policies.
  • Liaise with internal and external parties and take ownership to investigate and resolve those issues
  • Effective time management ensuring tasks are effectively completed within deadlines.
  • Work within the relevant MAP policies e.g. Information Security
  • 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 / Skills / Knowledge / Qualifications:

• • Working within Telecoms, specifically Fibre related products
  • Customer Services Training/Experience
  • Working within a Service Support Environment
  • Using Service Desk applications

Benefits:

• 12 month contract
• Competitive rate
• Hybrid role

Company information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates.  We actively recruit at all levels and this is a superb opportunity for an FTTP Technical Support Analyst looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.