Global NOC Engineer

Role
The Service Assurance Team is at the heart of BSO, ensuring that the services the customers have bought are delivered and maintained to the highest levels of availability and quality. This involves dealing with our customers and suppliers on a day to day basis ensuring we exceed expectations across the board. The primary responsibility of the roles is to drive the incident and change management processes across all the BSO products and services.
Responsibilities

• Be our customers’ central point of contact, from initial query to final resolution. Provide excellent communication and customer service skills.
• Proactively manage and troubleshoot all customer issues – Incidents, Service Requests and changes in line with business processes.
• Ensure follow-up for all level 1 and 2 support queries.
• Take ownership of user problems and be proactive when dealing with user issues.
• Build up key customer relationships, develop an ongoing rapport and build trust in our company.
• Investigate technical faults up to skill level, requesting assistance from other technical engineers whilst retaining full ownership to resolution.
• Maintain an accurate and detailed audit of all actions and communications within our customer facing call logging system.
• Escalate complex issues to appropriate teams or to any third parties in a professional and timely manner ensuring incidents are kept within strict SLA timescales.
• Help ensure accurate and detailed information of our global network is maintained within company systems
• Drive improvements in the incident and change management tools and processes to improve customer experience and operational efficiency.
• Receipt, assess, document and communicate all maintenance to a high level.
• Proactively take ownership of supplier maintenance notifications through to resolution.
• Assess the impact of the maintenance on the wider network and raise concerns where applicable.
• If assessment illustrates greater impact to a customer service, engage with the customer to seek proactive preemptive works to ensure service is maintained throughout.
• Document all pre-emptive changes following the process, reverting when applicable.
• Assist in ensuring internal change management process is followed. This can include assisting in holding CAB's and ECAB's when necessary.
• Assist in post-change assessment process, to include fulfilling a quota of post change checks to ensure process is followed throughout the lifecycle.
• Assist in completing requested reports for both internal and external customers.
• Seek continuous improvement on both a personal and departmental operating process levels.
  

Skills & Qualities

• Bachelor’s degree in computer science, computer engineering, or a similar field
• Proficient and knowledgeable about networks and how to properly troubleshoot various problems
• Ability to work flexible hours
• Understanding of the telecoms and cloud technology industries
• Fluent in English communication (written and verbal) and interpersonal abilities
  

Join us
If you want to meet this challenge, in a human-sized company, join us!