ITOC Support Specialist

3 weeks ago


London, Greater London, United Kingdom Centre People Appointments Full time £32,000

ITOC Support Specialist Job Description

We are seeking a highly skilled ITOC Support Specialist to join our team at Centre People Appointments. This role involves managing a variety of IoT / Network (Data, Voice, Mobile services) alerts / reports and customer fault calls from internal technical divisions & customers. Key responsibilities include updating trouble ticket systems and customer documentation with fault history, contacting and coordinating 3rd party suppliers, Mobile Operators, or other resources, and notifying the On Call Support / LM of issues which require escalation, customer questions / complaints or requirements & new business opportunities.

Key Responsibilities:

  • Manage a variety of IoT / Network (Data, Voice, Mobile services) alerts / reports and customer fault calls from internal technical divisions & customers.
  • Update trouble ticket systems and customer documentation with fault history.
  • Contact and coordinate 3rd party suppliers, Mobile Operators, or other resources, to help achieve trouble resolution.
  • Notify the On Call Support / LM of issues which require escalation, customer questions / complaints or requirements & new business opportunities.
  • Visit customer premises with 3rd party vendors as and when required for troubleshooting, project or maintenance contract work.
  • Carry out BAU tasks with a high level of accuracy and professionalism such as, and not limited to, tape changes, system administrations and reporting.
  • Attend customer meetings regarding issue, projects or maintenance contract work.
  • Create ad-hoc reports concerning customer issues as and when required.
  • Support remote engineers with service tests related to both network and mobile services (SMS, mobile Data, ecalls).
  • Work within ICT Operations Division on 24/365 maintenance rota and as replacement of colleagues when necessary.
  • Travel and customer offices throughout Europe for business purposes as and when required.
  • Provide technical support, create design and proposals for customers.
  • Update internal data base for ITOC.
  • Communicate with vendors/carrier/customers about change requests and planned/emergency maintenance notifications.
  • Execute ad hoc requests from the line managers.


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