1st Level Operations Engineer

Employer: ALTEN SI-TECHNO Romania
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.11.2017
    Short company description

    ALTEN Romania offers technical consulting services, with a team of over 500 engineering and IT specialized consultants in its offices in Bucharest, Timisoara, Cluj, Sibiu and Iasi.

    Requirements

    - Telecom knowledge
    - Problem solver
    - Proactive

    Responsibilities

    • Network surveillance, 1st level restoration and preventative maintenance
    • Monitor, perform troubleshooting, fault acknowledgement and fault analysis
    • Work with the application for trouble ticket management
    • Maintain the service delivery level within the agreed SLAs
    • Follow-up on incidents, registered but not solved, escalated to next level support.
    • Interpret / understand technical information and prepares technical documentation
    • Working independently and within team to keep the competence and skills up to date
    • Solve standard problems based on the existing procedures
    • Controls and manages complex technical situations/projects in a calm and professional manner (required to provide technical input in technical conference bridges)
    • Use effectively telecom knowledge to manage faults and customer demands
    • Ensures first level support, preparation and consolidation of all changes performed in own competence domain area.
    • Ensures the fault management process & methods, acting as a first line trouble shooter by performing a technical impact analysis of every incident.
    • Apply change management process in place
    • Notifies incidents to the customer, management and other possible stakeholders (client facing entities, vendors, technical support) and follows the escalation matrix
    • Accountable to create a trouble ticket for any fault in the network and takes responsibility that WLA/SLA objectives that are meet.
    • Expected to stay informed of current news, system information, changes and updates relevant to our user community
    • The FO Technician monitors the alarms and prioritizes the service impact in case of technical issues that affect the customer’s network, both reactive as preventive
    • Comply with: Trouble Ticketing Handling Process, Management Escalation Process, Critical Escalation Process, Customer Service Level Agreements, Conference Bridge Etiquette Process
    • Support in developing a training plan and giving trainings for technicians at lower career stages.
    • Follow instructions and recommendations from Shift Leader, Technical Coordinator and Team Leader