Informations sur le poste
- Type de contrat
- CDI - temps plein
Purpose Of Role:
The role is key for delivering a new managed service on LAN and Wireless LAN..
The role is dedicated to supporting a large Fast Moving Consumer Goods company. The role will support a specific set of Markets (geographically based operating companies) and is based at the customers key premises.
The role is to provide level 3 specialist technical support on LAN and Wireless LAN. The role is dedicated to the customer, but may support multiple Markets, using local language, with detailed knowledge of the customer LAN environment in the region and able to be on site quickly in case of critical incidents outside office hours.
The L3 technical specialist is to support the resolution of in-life incidents, validation of new requests and design and provide technical delivery management work on LAN in the region. The L3 LAN specialist owns and maintains the knowledge on the customer LAN in the region and ensures the other BT operational teams (ie NOC L1/2) are briefed.
The role works in a team of regional LAN L3 technical specialists dedicated to the customer, globally.
Key Operational Activities:
First point of contact for any technical enquiries on the LAN and the Wireless LAN, working closely with the BT regional and global teams, customer IT team and customer Market operational teams.
Supports on critical and more complex LAN/WLAN incidents and problems (esp. in factories), working closely with customer Market IT Field.
Ensures that designs, equipment, architecture and configuration are aligned with the customers documented standards.
Provides the technical assessment of new requests coming in from the customer business, working closely with the regional BT Service Integration Manager and central BT Design team.
Provides analytical and innovative input to projects and operational support tasks.
Leads on a specific deliverable of a small/medium scale project or implement smaller less complex projects to achieve required business benefits and manage to budget, timescales and quality.
Contributes to the development and implementation of policies and procedures.
Ensures operational procedures are in place, maintained and followed as appropriate.
Ensures site documentation is accurate
Inputs to cost/timescale solutions/options and manages expectations as appropriate with the customer.
Liaises with the customer, BT internally and third party suppliers.
Personally participates in and contribute to BT wide professional community activities where applicable.
Uses relevant BT wide professional community framework to raise their skills.
3rd Line / Complex or Major Incident Diagnose and Resolution
Training and knowledge transfer to L1 and L2 on incidents, simple service requests etc.,
Training and knowledge transfer to customer Market Field on incident/breakfix support
Maintaining the knowledge management systems/articles
Predefined Service Request Fulfilment (performing standard IMACs, ie. new site/device commissioning)
Complex Service Request Fulfilment (impact assessment, responsible for the design and providing technical implementation support)
Problem Analysis , maintaining the known error database and workarounds.
Capacity Analysis (managed by Capacity Manager)
HW/SW Compliance Verification (using Voyance/Ionix)
SW (OS) Patches and Upgrades
Vendor Support (interface to-)
Maintaining management/configuration systems
Able to positively impact the business by influencing decisions through advice/quality of work produced.
Able to maintain a reputation for quality and delivery of their expertise to the business.
Assists in the definition of strategy and evolution and associated infrastructure investments.
Responsible for engineering delivery plans for a small project.
Assists with the transition/transformation strategy for the LAN/WLAN in the region.
Works under general direction within a clear framework of accountability.
Substantial personal responsibility and autonomy.
Plans own work, to meet given objectives and processes.
Budget responsibility varying depending on lines of business and project delivery responsibility.
Good understanding of procedures and application of procedures and concepts within own subject area.
Experienced and competent in own area.
Shares own expertise with others.
Provide guidance and support to others.
Completes own role independently or with minimal supervision/guidance.
Has developed specialist knowledge in LAN/WLAN networking.
Applies knowledge/skills to a range of standard and non-standard activities.
Interprets client needs, assessing the full requirements.
Identifies solutions to non-standard tasks/queries.
Awareness of internal/ external business issues and best practice in own discipline, applied to own role.
Takes action to monitor and control costs within own work horizons.
Identifies key issues and patterns from partial/conflicting data and can take a broad perspective to problems and spot new, less obvious solutions.
Manages own time to meet agreed targets.
Develops plans for specific work activities in own area over the short-term.
Adapts style to the audience, explaining difficult issues clearly, establish consensus and agreement.
Creates informal networks with key contacts within own area.
Has a comprehensive understanding of professional communities relevant to the LOB and uses the development framework to maximise the potential of themselves, their team and the wider BT team.
Really? Should be an advantage not a pre-requisite
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