Technical Call Vetting Engineer

Fresh Recruitment Cardiff
Cardiff (Caerdydd)
From £21,000 to £21,000 per annum
13 Oct 2016
20 Oct 2016
Contract Type
Our Client, a telecommunications service company is looking for a call vetting Engineer based in Cardiff and covering South and West Wales. Purpose: To carry out remote technical vetting, fault rectification and call closure of faults logged on customer’s equipment. To support field service engineers’ in identifying faults, ordering parts and coordinating activities to successfully achieve customer service level agreements. Mission To be the partner of choice for the provision of technology services in the UK To deliver on our commitments to all of our customers both external and internal Create a great environment where people become the best they can be and are able to discover for themselves and educate others in the field of technology support Values To do the best we can for our business, our customers and our colleagues To demonstrate honesty, integrity and flexibility in all that we do To be transparent in our operations Respect our environment Return value to our shareholders To be committed to our people Information Security Profile: HIGH This role will be privy to large quantities of confidential and sensitive information on a frequent basis and as such the individual undertaking the role will be expected to treat all information as sensitive discussing it only with those people who have the necessary authority. Main Tasks and Objectives Working with customers to remotely diagnose and rectify faults logged on customers’ equipment to ensure full functionality according to manufacturer’s specifications. Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer onsite. Provide technical support to Field Service Engineers on a broad range of IT equipment. Keeping customers informed at all times of progress of work. Report escalations to relevant helpdesk in accordance with each customers’ relevant escalation procedure. Be part of the Technical Services Group rota working evenings and weekends when required. Update Metrix system to ensure smooth communication between company and customer and to allow customer service reports to be produced. Manage workload to meet customer needs and ensure the communication is maintained with contact centre and area manager if necessary. Work to successful call closure targets set by the Team Leader and Technical Training Manager. Document procedures and customer specific information to grow the company’s knowledge base. Outcomes and Deliverables Meet and if possible exceed closure rates to meet service level agreements. Successfully support field service engineers to rectify faults in a timely manner. In addition to the above duties the post holder must be prepared to undertake such additional duties which may result from changing circumstances. This job was originally posted as