New: Service Management Centre Technical Specialist – London

Job Title: Service Management Centre Technical Specialist (Data)

Location: Croydon, London

Contribution:

  • Reports into the Business Solutions Engineering / Service Manager with primary responsibility for third tier support, within area of expertise, on all managed services provided to both retail and wholesale clients ensuring that customer SLAs and Business KPIs are met or exceeded
  • SMC Technical Specialists will have responsibility for supporting the SMC Analyst(s) in resolution of the incidents and service requests passed to the appropriate resolving group

Key accountabilities:

  • Provide a third tier engineering service and service management to enterprise and government customers within the following Voice and Data products / services, of which the following are key products:
    • 3Com Voice and Data products
    • Cisco Voice products
    • Cisco Routing and Switching Data products
    • Cisco Security products
    • Cisco Wireless products
  • Provide appropriate technical expertise / advice, support and mentoring to first and second tier SMC Analyst
  • Analyse customers’ existing LAN / WAN in order to implement or recommend system modifications / enhancements
  • Monitor, identify and resolve incidents involving enterprise and government services ensuring all defects are fully resolved with minimum service disruption to customers and within the customers SLA
  • Be part of appropriate and / or customer Change Advisory Board to ensure that all change approvals are submitted with correct technical information working within the boundaries of the customers own change control process
  • Responsibility to ensure that SMC knowledge base is updated with technical information (diagrams / processes) when services are added / updated by the appropriate business area along with information on incident fixes

Knowledge, Skills & Experience:

  • Attend training courses and attain a Professional skill level, quantifying by taking any associated tests or exams
  • Attain a professional level qualification e.g. Cisco CCNA and/or CCNP, CCVP, CCNP Voice, CCNP Security, CCNP Wireless or Microsoft equivalent NB: these qualifications must be kept current
  • Study and Pass Specialist Exams to attain Company Accreditation with manufacturers, which in turn would lead to the company receiving enhanced service, support, and product discounts
  • Detailed in-depth knowledge of LAN and WAN technologies with the capability to adapt as technology evolves

Influencing & Relationships:

  • Develop good relationship with client, external suppliers and resolving groups working closely with the Provisioning and Global Enterprise teams for projects, allocated work and faults, ensuring we meet customer deadlines and SLA’s
  • Good contributor to a team, building strong mutually supportive relationships with all relevant areas of the business
  • Provide support and assurance to line management and first and second line during Major incidents
  • Build and maintain a professional relationship with all customers, ensuring the customer values JT as their preferred partner of choice

Communication:

  • Continually promote our client’s capabilities and credibility
  • Control client calls to provide confidence and assurance
  • Encourage the use of best practice procedures and standards in and outside of department
  • Encourage feedback from clients on performance
  • Verbally communicate with people inside and outside the business, on a regular basis
  • Write correspondence, generally via email, on a regular basis e.g. requirements / information to others involved in projects, planned tasks, raising issues with suppliers, customers etc.
  • Write process documentation and reports
  • Must have a good understanding of the company’s strategic aims and marketing campaigns to be able to update customers when required
  • Share and collaborate information on faults and new installations

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!