How will I add value in this role?

• Provide case managed front line and engineering support to key business and resellers
• Managing incident resolution within agreed SLA with customers.
• Providing support for the following services ADSL (BT Wholesale IP Stream and LLU), ISDN, E-mail configuration, Hosting, DNS, IDA, CPS, International Call Routing and other high value voice and data services.
• Working with supplier partners developing relationships
• Detailed problem and fault investigation for complex cases
• Workflow management
• Proactive circuit monitoring and fault reporting
• Ensuring customer satisfaction at all times.
• 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.

This is a fantastic opportunity for someone who wishes to progress from a Band 1 Engineer into a Band 3 Engineer!

Band 1 Engineer

• Take front line calls, emails and tickets from resellers providing 1st line support and providing comprehensive updates.
• Competency demonstrated in supporting the core products and services supplied by TTB SMC; Managed and Wholesale (S)MPF Voice & Data, FTTC, IPS and WBC.
• Perform Openreach Co-op calls and escalation management.
   

Band 2 Engineer

• Competency demonstrated in all products and services supplied by TTB SMC including CPS, IDA, Inbound services on Call Care 2 & Totem platform.
• Understanding of voice signalling using emperix.
• Act as an escalation point for Band 1 engineers for complex TTB SMC faults.
• Act up as the SMC Gatekeeper for engineering escalations into TT Technology.
• Perform Openreach Co-op calls and escalation management to DSO level.
   

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 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.

What do I need in order to deliver this role?

Must have:

• Experienced in technical customer support
• Experience of working in a Telco/ISP
• Be completely costumer focused
• Strong problem solving skills

Be great to also have:

• Case management experience
• Escalation Handling
• CCNA level of knowledge
• A good understand of SIP

How will I be rewarded?

We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus/commission, pension scheme, private healthcare cover, income protection and life assurance. We also:

• Encourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.
• Flexible working
• Offer free TalkTalk broadband and TV
• Provide an opportunity to participate in share schemes
• Wellbeing and recognition schemes
• Offer a range of discounts on shopping

On top of all this, you get to choose your benefits flexibly around what works best for you!

If this opportunity sounds interesting to you please apply today!

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.