Tier 3 Technical Service Analyst

JOIN THE FULL FIBRE REVOLUTION When the future is fibre, it’s faster, more affordable and better connected. We’re the leading provider of this alternative network infrastructure, building Gigabit cities from the ground up. These cities support mobile operators, businesses and homes, helping them to develop and grow at an accelerated pace. We’re unrivalled for innovation in the telecommunications market – it’s time to catch up to countries across the globe, transforming our digital capabilities so that Britain can compete. That’s why we’re backed by influential partners, with plans to pass up to 8 million homes and businesses with open-access full fibre infrastructure. WHAT WILL YOU BE DOING? We’re looking for a talented technical service representative to join the team who can utilise their problem-solving skills in a fast and evolving environment, whilst providing exceptional customer service, that ultimately is the foundation of what we do. The 3rd Line (Tier 3) Support Analyst will follow ISO and ITIL practises, supporting our partners during troubleshooting activities as well as interacting and coordinating contractors and suppliers to see incidents through to closure. You’ll also; Provide an elevated level of customer troubleshooting under incident management, problem management and service request fulfilment across the portfolio to achieve incident resolution within set SLAs Handle functional customer escalation requests, liaising with internal departments Support colleagues within the Technical Service Centre with any technical escalation requests Identify any skill gaps within the team and partners, supporting training requirements with workshops and validation of knowledge Communicate with third parties and Emergency Restoration Services (ERS) Understand and work as part of our major incident process WHAT WILL YOU BRING? We’re looking for someone who has experience working on a service desk or similar customer facing role, who is confident troubleshooting Internet Services including DSL, Ethernet, Firewalls and VoIP. Ideally your background will be in a technology or telecoms industry, giving you sector and competitor awareness. You’ll also have; 5 GCSEs including English & Maths at Grade C or equivalent Cisco hardware knowledge Networking principles - IPv4 and routing DSL and Ethernet diagnostics and fault management Strong written and verbal (telephone) communication skills The ability to work under pressure The ability to take in and retain information quickly and accurately A highly organised and self-motivated work ethic, with the ability to work to deadlines Confidence to tailor information to a variety of audiences An assertive, calm and professional demeanour when under pressure WHATS IN IT FOR YOU? Join our talented team and bring Britain up to speed – our country currently ranks 34th for internet speed, but you’ll help drive us into the top five. With your ambitious ideas, you’ll reduce customer costs and shape a superfast network for a super-connected society. Our network is built for the future, capable of 100 gigabits per second and beyond, connecting everything and powering 5G, so you’ll be setting the standard for innovation and leading in the market. With a salary of £30,000 - £35,000 depending on experience, you’ll also receive benefits including 23 days holiday, employee bonus scheme, health cash plan, pension scheme, and a flexi-time policy. This job was originally posted as www.totaljobs.com/job/89873475