A fantastic opportunity has arisen for a FTTP Technical Support Analyst to join a rapidly growing business within the fibre industry.

You will be part of a team that works effectively together that encourage creating service improvement suggestions and trial and test these improvements in order to improve the overall service to our customers. You will play a key role supporting Communication Providers and 3rd party contractors. You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting the 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.

Responsibilities

• Working closely with internal 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
• 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 the incident management process.
• You will be responsible for engagement with the 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.
• 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.
• Liaise with internal and external parties and take ownership to investigate and resolve those issues.
• 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

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

Benefits

• £26,500
• 25 days holiday plus bank holidays
• 1 day off for your birthday
• Hybrid working
• Pension
• Bonus
• Additional benefits

To be considered for this fantastic opportunity please submit your CV, if you don't receive a response within 5 working days please assume your application has been unsuccessful.

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