Service Desk Engineer

Job Title -Service Desk Engineer

Job Location – Slough, Berkshire

Job Role:

  • Improve network and service performance, with particular focus on Network Availability & Cells out of Service (COOS)
  • Drive first time fixes and to expedite ticket resolution, especially on high priority faults
  • Implement a Technical Support Function to assist the Field Engineer community on faults that may require a deeper/broader technical knowledge
  • Operate a Jeopardy Management function, ensuring P1-P2 service affecting faults are dealt with urgently and that all P1-P4 SLA’s are maintained and exceeded if possible
  • Sustain consistent and efficient WLA’s between the Telefónica UK NMC, the C3 & the Field
  • Support the C3 to optimise field resource, drive service delivery and efficiency


  • Proven background in Telecoms (5 years minimum)
  • Ability to decipher technical information on fault tickets.
  • Good knowledge of Microsoft applications – Word, Excel, PowerPoint, Visio and Project.
  • Demonstrate knowledge of Health and Safety issues within a Field Operations environment.
  • Strong knowledge of Vodafone Network tools and systems, OSS, Citrix, NSN, Alcatel, Ericsson, Huawei, Nortel, Tellabs, OMS, Cramer, Operations Intelligence, Even Flow, Net viewer.
  • Ability to interrogate and confirm Trouble Ticket information
  • Ericsson 2/3/4g integration experience
  • NSN 2/3/4g integration experience
  • Huawei 2/3/4g LTE integration experience
  • Alcatel 2/3g integration experience
  • Antenna systems understanding (MHA/TMA, Feeder losses, RX levels, PRX Noise)
  • Good understanding of IP/IPNB/configuration.
  • Good working knowledge of Tellabs Transmission equipment.
  • Good working knowledge of Cramer and circuit planning tools.
  • Good working knowledge of OMS & Net viewer
  • BI DWH, Business Intelligence reporting skills
  • Good knowledge of MS Excel i-e lookups, pivoting & macros etc.
  • SQL skills or other programming experience
  • Business Intelligence database dashboard Creation
  • MS Access
  • Knowledge of Remedy/Ticketing system