ITOC Support Engineer

AJ45887

TYPE: Full Time, Permanent, Shift
WORKING DAYS: 4 days on (8:00 – 20:00), 4 days off, 4 days on (20:00 – 8:00)
LOCATION: Central London
SALARY: Up to £32K depending on experience + £1,300 shift allowance + All transport costs covered (up to Zone 6)


ITOC SUPPORT ENGINEER RESPONSIBILITIES:

1. Manage a variety of IoT / Network (Data, Voice, Mobile services) alerts/reports and customer fault calls from internal technical divisions & customers (service portal/ticket system/email/telephone)
2. Update trouble ticket systems and customer documentation with fault history
3. Contact and co-ordinate 3rd party suppliers, Mobile Operators, or other resources, to help achieve trouble resolution
4. Notify the On Call Support / LM of issues which require escalation, customer questions/complaints or requirements & new business opportunities
5. Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work
6. Carry out BAU tasks with a high level of accuracy and professionalism such as, and not limited to, tape changes, system administrations and reporting
7. Attend customer meetings regarding issue, projects or maintenance contract work
8. Create ad-hoc reports concerning customer issues as and when required
9. Support remote engineers with service tests related to both network and mobile services (SMS, mobile Data, ecalls)
10. Work within ICT Operations Division on 24/365 maintenance rota and as replacement of colleagues when necessary
11. Travel to customer offices throughout Europe for business purposes as and when required
12. Provide technical support, create design and proposals for customers
13. Update internal database for ITOC
14. Communicate with vendors/carrier/customers about change requests and planned/emergency maintenance notifications
15. Execute ad hoc requests from the line managers

1. Knowledge and proficiency in MS Office Excel, Word, PowerPoint and Visio
2. Knowledge and proficiency in maintenance and installation of network infrastructure, security, server or virtualization
3. Fluent English language skills required (verbal and written)
4. Ability to investigate and source answers to various service portals, ticket, email and telephone enquiries
5. Proven customer service and facing experience, at all customer levels
6. Flexible approach, able to work outside of normal working hours when requested
7. Strong time management/multi-tasking & organisational skills
8. Good communication with customers, colleagues and related 3rd party vendors
9. A valid CCNP/CCNA, JNCIP certification, IoT/mobile networking experience will be an advantage
10. Significant experience in implementing and troubleshooting network or PC/server throughout OSI 7 layers
11. Strong work ethic and reliable time keeping and attendance

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.

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Created on 02/04/2025 by TN United Kingdom