Technical Service Engineer

The Role

As part of euNetworks continued customer and infrastructure growth, we are looking for an experienced Technical Service Engineer to join the Content team, providing technical customer service support and project management, throughout the implementation and delivery to some of our major customers.

You will be a member of the specialist team, responsible for project management of customer services and ensuring the implementation meets customer expectations and business revenue requirements.

What will you be doing?

• Testing and deployment of customer orders across the euNetworks product portfolio & network.
• Order acceptance and verification of customer orders traversing euNetworks footprint as well as leased third party services including de-activation of services.
• Provide customers with exceptional service ensuring regular communication of progress, risks & issues and responding to their needs rapidly
• Manage implementation of customer orders to meet customer expectations and deliver order revenue in line with business commitments
• Manage customer orders to meet or exceed internal metrics, providing regular reporting on order status including risk management and jeopardy resolution
• Ensure complete end to end ownership of each customer order by actively managing all internal and external suppliers, identifying risks and raising appropriate escalations or expedites to mitigate against these risks.
• Assist in the process of continuous improvement by being involved in redesign & implementation of optimised processes and relevant service improvement plans.
• Order and manage delivery of third party leased capacity.
• Manage and implement all Customer moves, changes and migrations within the network, adhering to any network and change control processes.
• Implement disconnection of cancelled services, communicate disconnection requirements to third party capacity providers and manage disconnection end to end.
• Carry out documentation of Customer services within Inventory System.
• Update SalesForce & NIM to reflect latest service updates as well as latest Customer service records.

Team structure: The CNO team are technical service engineers who manage a service from the design stage through to the delivery of the service. This includes customer comms when appropriate. We also engage with the customer for any help with the turn up of services. (CAS) Once services are live we also provide an inhouse NOC (Service Assurance) during business hours. This allows issues at the service level to be picked up and actioned quickly.

What do we want from you?

• Experience of optical and transport layer networks architecture – Fibre/WDM
• Good understanding in layer 3 IP and internet routing protocols
• Detailed knowledge of Ethernet and Layer 2 transport protocols
• Project Management to include strong Process Management
• Excellent Customer Relationship Management skills
• Experience in delivering successful projects through cross-functional teams as well as 3rd party contractors and external suppliers
• Has operated in an environment which required an understanding of complex technologies
• Industry experience is preferred and ideally would be either Network Infrastructure design, build and roll out or Hardware installation and full end to end circuit/network commissioning.

If this position is of interest but you don’t think you meet all of the criteria listed, please consider applying still. euNetworks looks to recruit people with the right attitude, potential and ambition and for the right candidate, we will provide further training and support to enable you to develop in the role.