Telecom Support Technician
Il y a 7 mois
The service scope is to manage most of the telecommunication-related questions raised by end users. The Telecom Support Technician will provide end user assistance, technical and administrative support for the configuration of standardized mobile devices (mainly Android and iOS), the fixed telephony service (including softphones and physical devices) and the TETRA1 radio communication service covering:
- management of end-users’ profiles (including the provision of SIM card configurations);
- answering end user requests related to mobile phones, smartphones, tablets or any other standard telecommunication service;
- management of device rental and loans.
The service is coordinated by (one or more) Functional Element (FE) Manager(s), currently in the “Communication Systems” Group of the IT Department. The Telecom Support Technician will manage the end-user requests in an autonomous way. The FE Manager(s) will be available for general consultation, they will guide the planning of activities and they will provide 3rd level support when needed.
**Mobile Telephony Service**
- Provide general information about the usage of mobile phone services;
- Log mobile telephone faults as incidents in the ticketing system and transfer them to the appropriate support line if they cannot be solved autonomously;
- Manage the mobile phone user profiles and SIM cards (via the client’s database and the mobile operator web interface); when required, this can imply interacting with the mobile operator’s Service Desk;
- Provide technical support and initial diagnostics for standard mobile phones and managing the process for sending phones to the providers for repair.
**Fixed Telephony Service**
- Provide general information about the usage of fixed phones, for softphones (for computers and smartphones) and physical devices;
- Address telephone incidents reported by the users; escalate cases to the appropriate support lines when indicated or in case the contractor cannot solve the issue;
- Provide assistance for the configuration of IP phones, softphones and audio devices; ensure such assistance is provided at user location when the issue cannot be solved remotely;
- Update the phone profiles in the client’s databases.
**Radio Communication Service**
- Provide general information about the usage of TETRA radio services;
- Provide initial diagnostics for TETRA radio devices and manage the process for sending radio devices to the provider for repair.
**End-user Support Desk**
- This activity covers responses to requests and incidents assigned through the ticketing system and by users directly interacting with the contractor’s personnel by phone or by visiting them at the dedicated desk (often referred to as the “Telecom Lab”). In all cases, the Telecom Support Technician ensures a ticket has been created to register the interaction, creating it themselves for walk-ins;
- The Telecom Support Technician will also carry out administrative tasks, such as creating electronic documents using tools provided by the client.
- The client reserves the right to ask the Telecom Support Technician to perform additional tasks not listed here, in particular for those irregular, urgent, unforeseen events or where the SLA can only be established at the task creation. In such case, the Telecom Support Technician should reach agreement on all the task’s details with the FE Managers, including the priority and the associated SLA.
- Post-secondary educational qualification in computing, ICT or telecommunications;
- At least three years of experience providing support in the field of telecommunications;
- Be able to intervene on mobile devices (mainly Android and iOS);
- Demonstrate a strong service-oriented approach with end users; paying particular attention to their needs;
- Understand and follow written instructions, mainly in English, occasionally in French, that describe various situations and corresponding actions to be taken, escalation mechanisms and the tools to be used to complete tasks and activities;
- Have good communication, teamwork and problem-solving skills;
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