Technical Support Engineer

The Technical Support Engineer will serve as a key member of the Networks team, providing 3rd Line support to troubleshoot and resolve technical issues impacting Voice and Broadband customers

Responsibilities
Troubleshooting of technical issues that impact Voice and Broadband customers
Technical Interface between Networks group and other Business functions, primarily Customer Care and Sales
Creation and evolution of tools, processes and procedures for Contact Centre 2nd line technical support
Working with internal and outsourced Operational and Engineering functions on resolution of customer facing faults
Working directly with customers to isolate and identify faults
Monitoring of Network performance statistics and instigate fault finding and resolution where necessary
Proatively identify improvements to the network management and operational tools and processes
Assist in the completion of Drive and Static tests
Supporting Retail staff with customer inquiries and issues on the Network

Essential Operational Experience
Experience in an operational or engineering role in the Mobile Telecoms industry
Detailed knowledge of 3G and 2G technologies
Strong IT Skills
Network Management
Customer Support Experience
Process Development

Personal Characteristics

Skilled Troubleshooter / Problem Solver
Team Player
Able to influence and show initiative
Customer focussed
Motivated and Disciplined
Commercially Aware

Academic Background
Bachelor of Engineering in Electronic or Computer Engineering or Equivalent