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Technical Mobile Network Specialist

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Isle of Man, United Kingdom

Technical Mobile Network Specialist

Job Purpose:

Technical Mobile Network Specialist working in the dedicated Global Solutions technical team on the Isle of Man. Responsible for customer and operational support and development of the technology involved in providing Global Solutions products and services.

A skilled and experienced mobile technical specialist with detailed knowledge of Mobile Network architecture, signalling systems, CAMEL, SIP, M2M, MVNOs. Requires excellent fault finding, communication and customer service skills, and experience of leading technical activities in a multi-vendor environment. The role involves coaching and mentoring of other technical personnel involved in supporting of Global Solutions customers, products and services.

Key Role Responsibilities:

- Provide 3rd line technical support for Global Solution customers. Taking ownership issues and seeing problems through to successful resolution

- Acts as the technical lead for Global Solutions when dealing with major service issues, directing 3rd party suppliers and service providers until a successful resolution is identified. Ensures all interested parties are kept up to date

- Delivers a Technical Account Manager function for key Global Solution clients, holding regular technical review meetings and escalating issues raised as and when required

- Supporting the Pre-Sales team to capture and document new customer solution requirements

- Provide support to the strategy and design team in completion of solution assessments for customer solutions

- Provides a technical lead function, supporting the Project Manager in the build, acceptance testing and integration into business as usual of Global Solutions Products/Services and Customer Solutions

- Continually develop and support our service performance monitoring capability to ensure that maximum benefit is attained from the tools at our disposal

- Coaching/mentoring junior members of the team, passing on knowledge and skills, playing a key role in developing the capability of the wider team

- Ensures technical and procedural documentation relating to their area is provided, maintained and regularly reviewed Is an excellent communicator, provides quality verbal and written technical reports and explanations relating to any service issues

- Maintain excellent working relationships with our Global Solutions partners technical support teams, provides constructive feedback and support to ensure they are best equipped to serve their customers

- Maintains good technical working relationships with key suppliers

- Works with internal teams to establish the development needs of individuals responsible for the delivery of customer services in relation to Business Development services

- Remains current on technologies, technology and best practices in relation to Global Solutions services

- Work out of hours as required to resolve urgent service issues or when the impact on customer services prevents day time work

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