Perfil del Candidato:
Experience / Qualifications:
-Previous experience within a Telco / IT Helpdesk environment completing first level analysis and fault isolation
-Able to demonstrate a high level of capability from a second level perspective in Switched Voice and VOIP telephony.
-Experience of working within a Technical role, in a networking environment, completing first level analysis and fault isolation.
-Able to demonstrate a high level of capability to resolve incidents and inquiries, from a first level perspective, for all product groups.
-Able to provide training and coaching to new starters and less experienced team members and/or peers.
-Either an industry recognized qualification in transmission, IP Data, VOIP or voice networks or equivalent experience and training relevant to a Second Level Technician.
-Excellent SIP knowledge
-The successful candidate will have a good understanding and proven troubleshooting experience in some of the following: TDM telephony, DMS, EWSD, C7 & INAP signalling, PRI ETSI Q931, protocol analysers, IMS VOIP telephony, NGIN & IVR Platforms, Call Plans
-Proven experience with the following vendors and associated equipment and management systems: Sonus GSX/PSX, Nortel DMS, Siemens EWSD, Cisco, Juniper, Huawei, Oneaccess
-Fluent in English (written and spoken) or English and French
-Able to interpret, and present, technical information in an easy to understand format.
-Able to work well under pressure and meet tight deadlines
-Demonstrate a flexible approach, and an ability to operate effectively; be able to function effectively in a highly complex matrix organisation
-Demonstrate a logical/methodical approach to fault finding
-Able to demonstrate the developed skills needed to perform complex tasks, and the ability to find solutions in a timely manner.
-Strong negotiation skills / Customer facing skills
-Good knowledge of how to handle Internet based applications.
-Good knowledge of MS Office products (Excel, Word, Outlook)
Datos del Puesto:
The primary function of the Lead Technician is to carry out first and second level analysis, diagnostics, fault isolation and fault resolution, for customer reported incidents and enquiries.
This is for all Colt products provided over the Voice network and using the incident management process in line with the Service Centre objectives.
-Take ownership for resolving Customer queries and incidents, as documented in the Work Instructions and for the categories relevant to role and area of expertise.
-Coordinate operational relationships, and liaise with suppliers and internal Colt teams to resolve Customer queries and incidents.
-Build and manage Customer relationship.
-Create and follow up on communication plans agreed with Customers.
-Ensure records of work carried out are maintained accurately and on time, to facilitate the smooth running of the business.
-Manage own workload effectively.
-Carry out systems checks to confirm service status, configuration and presentation.
-Participate, when requested, in Continual Service Improvement initiatives representing the Service Centre and area of expertise.
-Provide training and coaching to new starters and less experienced team members and/or peers to assist with the on-going development of the team.
-Participate and be available to work in the shift rota as required.