AT&T Wireless Network Operations in Luton, United Kingdom
Brief overview: This customer facing technical support role at the OnStar offices in Luton, UK. OnStar launched its telematics and WiFi services in Europe in 2015. The launch was initially in 3 countries and be rolled out to additional countries throughout the next year. AT&T will be providing onsite support for OnStar regarding day to day network, technical troubleshooting and root cause analysis.
Roles and Responsibilities:
Responsibilities include: Customer Relationship Management - provides day to day support with business partners to identify/quantify business issues associated with specific projects, develop/implement business strategy, and assist in setting strategic technical direction in support of customer facing organizations. • Presentation creation and delivery surrounding root cause analysis documentation regarding technical troubleshooting complex network problems. Identification of root cause, resolution, work around, testing and implementation of vendor/IT fixes or design changes. • Professional communication to all levels inside and outside the company regarding technical products/problem solving/troubleshooting • Supplier/Partner management • Technical documentation; translation to business terminology creation of technical documentation regarding technical troubleshooting complex network problems. Identification of root cause, resolution, work around, testing and implementation of vendor/IT fixes or design changes. Candidate will be the point of contact for managing incidents reported by the client. This includes but is not limited to hosting conference calls, providing technical support in addition to the below items: • Change Management Notification • Maintenance Bridge Support • RCA incident management • Outage management coordination • Internal leadership notification pro-active, post mortem • Customer playbook support Development-> Pre-Prod-> Production device support • Field testing analysis, network SME engagement & coordination for follow up • Drive Route analysis for feature functionality (VoLTE) Super Cruise (semi autonomous driving) • API coordination on lifecycle management (activation, enrollment, dormant, return to stock) Operations day to day • Daily customer requests and triage; application support, marketing/engineering questions • Proactive / Reactive outage management with customer • Media event support • Coverage Analysis for dealerships Key requirements: ? Previous customer facing experience is essential within a technical problem solving team. ? Outstanding communication skills ? Positive attitude ? Ability and eagerness to embrace new and existing technology ? Knowledge of VPN products is desirable but not essential ? Degree qualified is desirable ? Full driving licence is desirable Required Skills: Suitable applicants will be degree qualified or equivalent. And have knowledge of the following: Essential • Telegence CSM • Iris • AOTS Remedy (aka CTS) Desirable: • Reseller Ticket System(RTS) • Jasper Control Center • Access 7 • ScambWeb Suitable candidate will have worked in a similar role within the mobility sector ideally for an IT or telecomms company. Candidates will be degree qualified.At this time we are only able to accept candidates who are eligible work permanently in the UK.
Key Competencies and Skills:
Degree qualified. Technical qualifications to follow.