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

1st Line Support Engineer

1st Line Support Engineer
Location: Slough, Berkshire

* Provide first point of contact into Operations for staff with technical issues supporting installation and deployment of new hardware
* Identify and troubleshoot failure diagnostics and perform initial maintenance.
* Ensure regular reporting service performance and quality metrics (Trouble Tickets managed within SLA’s and priority).
* Own customer issues through to resolution and escalate to the next level of support or management when required
* Logging of faults
* Keeping Equipment asset reports accurate
* Providing business updates to customers on a daily basis through conference calls and reporting.
* Provide cover for 2nd Line support where required

* Educated to Degree level or relevant working experience

* 1+ year Server Maintenance or Linux system maintenance

Skills and Experience;
* Have the knowledge of networking and server- Cisco or Huawei certification is preferred
* Must be able to work on rotational night shifts
* Proficient in the use of fault management systems and MS Office tools.
* Cisco or Huawei networking certifications desirable
* Exposure to a Data Center working environment would be beneficial
* Excellent communication skills, both written and verbal. Mandarin language skills are advantageous but not essential
* Demonstrate ability to prioritise and manage tasks pressure
* Excellent customer service skills.
* Tencent tracking system knowledge would be beneficial but training is provided

Additional Notes:
* On the job training provided
* Must be able to drive to site as there are little public transport links