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MAIN RESPONSIBILITIES: Work as part of a dedicated engineering team providing technical Solution support for UK customers at Alcatel-Lucent offices, or the customer's site as required. Responding to problems escalated via the Welcome Centre and progressing the issue until closure to the customer's satisfaction, liaising with the customers during the life of the open problem, endeavouring to meet customer contractual SLA's. Updating and documenting Service Requests on a CRM system Participation in a 24-hour call out on a scheduled rota for outside of normal working hours support. Maintaining up to date product and technology knowledge Escalation of product defects to the appropriate Business Division or third parties. Attendance at customer meetings MAIN TASKS: Deliver to agreed service standards - including monitoring and tracking of SLA's Provide the required Management Information & regular management updates Qualitative Input into the appropriate database/s to track and manage standard and bespoke processes. Undertake all the supporting administration necessary to complete required tasks. Liaise with Alcatel-Lucent Internal Departments and external companies to facilitate the development of robust processes for maintenance services. Obtaining appropriate documentation in connection with the customer's request, as per the defined processes. Dealing with, monitoring of, or escalation of issues in an appropriate and timely manner, ensuring recording of all relevant details for dissemination into the business. Attendance at Customer, supplier and Team meetings as required. Undertake 'Special Projects' or Task / Process ownership, at Managers request, to facilitate self-development.


Qualifications At least 5 years experience working within the technical support field. Must be able to demonstrate sound technical background in a number of the following disciplines: TDM TDMoIP TCP/ IP DSL - SHDSL Optics - DWDM, CWDM Network management Protocols Network Routing Protocols - OSPF, BGP, ISIS, MPLS Voice and Video over IP Unix - Sun/Solaris & HP Linux - RedHat PC architecture - Win2K3 server Previous experience in the following equipment desirable: Alcatel-Lucent Product range - Wireline, IP, Optics, ESD Third Party Equipment RAD - 2100, ASMI, PFH4, Repeaters, LRS24, One Access - 1423 (formerly Telindus) Telindus - Centauri, Centinel, SCI Server, 4100, Solo,

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