Monitors, and maintains company’s Hungary network, dispatches field and 2nd line personnel, performs network troubleshooting activities, provides reports and follow up in order to reach the agreed Network and NOC KPI’s.
Preventive and corrective first level troubleshooting ensuring quality and continuity of service and the restoring time for company network elements.
In collaboration with 2nd Line Operations teams, work out procedures related to the analysis of alarms in order to detect and eliminate faults.
24h/7days monitoring of the company’s Hungary network, using umbrella fault management systems and specific NMS’s;
Providing Incident management and technical resolution of 1st line network related faults and timely escalation to 2nd line when required
Dispatches field engineers and contractors, in case of incidents that need local support and follow up the issue until it is solved;
End to end Incident Management throughout the Incident lifecycle
Provides notifications related to network outages to the management team and trigger the Incident Manager to coordinate the activities in case of outages;
Participates at internal and external training sessions in order to permanently improve his/her technical skills.
Delivery of a world class customer service experience
Create and submit knowledge article to increase 1st time fix rates
Maintain & update NOC processes and procedures
Ensuring faults are escalated and resolved within the customer contracted Service Level
Maintaining and updating the fault management systems throughout the Incident lifecycle
Capable to understand and to work with different Windows applications (WEB – based);
Good communication skills;
Team working oriented;
Ideally previous work experience within a busy customer service centre in a Telecoms, Data Centre or IT
Good knowledge of Hungarian and English language
Nice to have: knowledge of telecommunication services.