Service Operations Centre Tier 1 Engineer

  • Job Ref: 2782
  • Location: Dublin, Ireland
  • Type: Permanent

Overview

My client, leading telecommunications and information technology services provider, is looking for Service Operations Centre Tier 1 Engineer to hire on permanent role based in West Dublin.

Main responsibilities:

  • Participation in cross functional teams which respond to and manage incidents, events and problems which impact our customer services
  • Work on activities/ projects as required by the business, liaising with customer on progress of same
  • Support and participate in end-to-end improvement plans based on technology roadmaps, customer feedback and innovation
  • Remote moves, adds & changes including provisioning/service request including CPE
  • Pro-active monitoring of customers network and incident management – notify customers where necessary, triage and provide timely updates through to resolution
  • At times, be a single point of contact for assigned customers, which will require report generation, on-going review of service levels with their customers to ensure that all explicit and implied service level commitments are being met.  This will be done through regular conference calls and occasional face to face meetings.
  • Inform customers of planned service affecting network interventions
  • Responsibility to ensure the satisfaction of the customer’s stated and implied needs
  • Support all elements of an SLA, liaising with suppliers, managing 3rd party involvement, managing customer incident resolution
  • Drive technology innovation through the provision of excellent systems monitoring and processes
  • Act as a mentor for other team members
  • Engage in the bid process representing the Service Operations as needed
  • Management of and compliance with customer SLA
  • Provide support for elements of our complex SLA solutions which combines interfacing with relevant parts of company and third parties
  • Liaise with external customers where necessary to resolve issue
  • To understand the regulatory, fair trading and competition rules sufficiently to be able to comply with them relying on their own knowledge or their ability to recognise when they will need specialist support
  • To maximise personal contribution to the team:
    • Support other team members in the achievement of their key objectives
    • Act as a role model and ambassador for the company values
    • Promote knowledge sharing on key issues

 

Required Qualifications / Experience:

  • ITIL Version 3 desirable
  • Industry Background – Min 3 years
  • SI/UC/Communications/ICT.
  • Business/Science Degree or equivalent
  • CCNA certification desirable
  • Management of complex projects
  • Knowledge of ICT solutions portfolio
  • Knowledge of Fixed Line Telecoms technology and infrastructure

 

Unfortunately, we cannot offer sponsorship for this role so you must have valid Visa to work in Ireland.

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers