|
Customer Support [01/28/2010] |
|
Key Responsibilities
• Is responsible for the technical support and maintenance of customer devices
• Provides Line 2 network operations support for a complex enterprise WAN and LAN network
• Monitors customer devices
• Monitors the BT Tier 2 queues for network related-tickets
• Troubleshoots and identifies sources of problems
• Resolve basic configuration problems that affect supported service lines
• Manages circuit providers for breaks/fixes (including collaborative troubleshooting and problem resolution); verifies that fixes are successful
• Manages equipment and service vendors for breaks/fixes (including dispatching, collaborative troubleshooting and problem resolution); verify fixes are successful
• Updates tickets in accordance with Service Level Agreement requirements
• Coordinates referrals and collaboratively troubleshoots with other operations groups
• Requests assistance from subject matter experts when needed to speed problem resolution
• Serves as the primary interface with customer during complex outages
• Serves as customer interface by:
• Responding to customer requests
• Proactively notifying Line 1 support of problems
• Notifying the Service Relationship Manager of Incidents with an impact on customer’s business
• Acts on customer’s behalf in handling problems and making decisions, i.e., understanding critical items and priorities
• Assists Problem Management in resolving chronic problems
• Interfaces with to Change Management to understand and review action plans for all changes to customer’s network/infrastructure.
• Shift work (day or night which may also include weekends and holidays).
• Shift determined based on needs of the business. Requires 6 -12 months of in depth technical training plus minimum 1 year of experience (e.g. 'expert' depth on 2-3 technologies or 'high' depth on 8-15 technologies). Example CCNA/CCNP Cisco level.
• Must understand the BT products and services that they represent to a solid ‘basic’ level (e.g. same as Sales roles) and in depth BT's operational/service processes. This role is not 'script-driven'.
• Strong analytical and problem-solving skills
• Demonstrated ability to lead change in the organization to make the stand up of Tier 2 engineering support effort successful
• Extensive knowledge of customers operational environment and business impact triggers for escalation.
• Demonstrated experience in one or more of the major service areas (LAN/WAN, IPSEC, IPT)
• Demonstrated ability to identify and apply new technologies and methodologies
• Ability to interpret and convey technical concepts in an easily understood manner, appropriate to the audience both verbally and in writing.
• Ability to anticipate and respond to customer needs in a manner that provides added value and generates customer satisfaction
• Ability to work both independently and in a team environment
Excellent written and oral communications.
• Experience working in a Service Desk function
• Customer Oriented
• Experience with service-level management, incident, service request, problem configuration and change management, and asset and inventory management
• Experience with all ITIL process activities and providing support in a managed services environment
• Domestic and may involve International travel
• Must be a self starter who is able to work independently and within a team environment
• Capable of working well with others and without supervision
• Positive win-win attitude
• Candidates selected will be required to participate in Compliance, process and tool training. Job Type: Permanent Location: Nebraska-Lincoln
Salary: [n/a] Date available: now Specialist Industry: Company: BT plc Company Description: Operating in more than 170 countries, BT is one of the worlds leading providers of communications solutions and services. Our principal activities include networked IT services, local, national and international telecommunications services, and higher value broadband and internet products and services. Company Website: [n/a]
In order to apply for this job, please click on the Apply button
|
 
  |
05/16/2012