FTTP Technical Support Analyst/Process Support

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FTTP Technical Support Analyst/Process Support

  • Location

    Manchester, Greater Manchester

  • Sector:


  • Job Type:


  • Salary:

    Up to £26500 per annum + pension, bonus, additional benefits

  • Contact:

    Rachel Powell

  • Contact email:


  • Job Ref:


  • Published:

    6 months ago

  • Expiry Date:


  • Startdate:


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.


  • 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.


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


  • £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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