Technical Mobile Network Specialist

Job Description

Duties include
Provide 3rd line technical support for customers
Taking ownership issues and seeing problems through to successful resolution
Acts as the technical lead when dealing with major service issues, directing 3rd party suppliers and service providers until a successful resolution is identified
Ensures all interested parties are kept up to date
Delivers a Technical Account Manager function for key clients, holding regular technical review meetings and escalating issues raised as and when required
Supporting the Pre-Sales team to capture and document new customer solution requirements
Provide support to the strategy and design team in completion of solution assessments for customer solutions
Provides a technical lead function, supporting the Project Manager in the build, acceptance testing and integration into business as usual of Products/Services and Customer Solutions
Continually develop and support service performance monitoring capability to ensure that maximum benefit is attained from the tools at disposal
Coaching/mentoring junior members of the team, passing on knowledge and skills, playing a key role in developing the capability of the wider team
Ensures technical and procedural documentation relating to their area is provided, maintained and regularly reviewed
Is an excellent communicator, provides quality verbal and written technical reports and explanations relating to any service issues
Maintain excellent working relationships with partners technical support teams, provides constructive feedback and support to ensure they are best equipped to serve their customers
Maintains good technical working relationships with key suppliers
Works with internal teams to establish the development needs of individuals responsible for the delivery of customer services in relation to Business Development services
Remains current on technologies, technology and best practices in relation to services
Work out of hours as required to resolve urgent service issues or when the impact on customer services prevents day time work

Skills and experience required:
Significant industry recognised qualification (eg Degree, HNC)
2 years recent experience in Core Mobile Network support role
Excellent understanding of Mobile Networks Excellent fault-finding skills with knowledge of signalling systems and Network Analysers
Excellent knowledge of Mobile Data Network infrastructure
Excellent customer facing skills and drive to deliver excellent Customer Service
Exceptional communication skills including coordination, interpersonal, oral and written
The ability to perform well under pressure and to tight timescales