Ethernet & Managed Data Engineer
TalkTalk Business
Salford Quays, Manchester
2d ago
  • Provide case managed front line and engineering support to key business and resellers.
  • Managing incident resolution within agreed SLA keeping customers updated on progress.
  • Providing engineering level support for TTB Products and Services.
  • Working with suppliers and partners and developing relationships.
  • Detailed problem and fault investigation for complex cases.
  • Proactive circuit monitoring and fault reporting.
  • Contribute towards a positive CSAT result by always ensuring customer satisfaction.
  • Incident detection and diagnosis using industry standard network monitoring and management tools, such as Netcool, Standard and Enhanced monitoring via SAS Solar winds portal.
  • Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers.
  • Ensure that you are familiar with the Company's Business Management System and Information Security Management System and comply with the requirements of those frameworks.
  • Ensure that the area of control remains ISO9001 and GDPR compliant and drive awareness and compliance through the entire span of control.
  • Band 1 Engineer

  • Competency demonstrated in supporting the core products and services supplied by TTB; Managed and Wholesale DSL, FTTC, EFM, EAD, EoFTTC.
  • Support TTB Managed equipment; Draytek, and Cisco routers. Ability to access and diagnose MPLS and router faults.
  • Perform Openreach Co-op calls and escalation management.
  • Band 2 Engineer

  • Competency demonstrated in all products and services supplied by TTB at Layer 2 and Layer 3.
  • Act as an escalation point for Band 1 engineers for complex TTB Managed equipment; Draytek, Cisco routers and SonicWall firewalls.
  • Ability to diagnose complex MPLS faults and act as an escalation point for Band 1 engineers.
  • Carry out small change requests on managed routers and SonicWall devices.
  • Perform Openreach Co-op calls and escalation management.
  • Band 3 Engineer

  • Competent to Band 1 and 2 Engineer duties.
  • Act as the SME for Complex Data faults supporting complex repair and high-level escalations.
  • Read / write access to the TTT local access network.
  • Certified at CCNA or JCIA Junos level.
  • Support the Team Manager with Management responsibilities including quality control.
  • Support the process and training team to ensure business readiness for existing and new products.
  • Authority :

  • Customer Information - YES
  • Product / Marketing information - YES
  • HR information - No
  • Finance Information - No
  • System Information YES
  • Finance : up to £800 for Comms Care. Openreach engineer booking Up to £500 per circuit.

    As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve.

    Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

    We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

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