Senior Field Technician

Job Description

Internal Closing Date: 06 de Março

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

KEY PURPOSE OF ROLE

The role holder is responsible for service development and service improvement activities within the International Field Services Brazil and might be called upon to assist the all Brazilian customers operation basis. Activities focus on improving customer service and may include the interfaces, roles and responsibilities associated with he entire service lifecycle from order entry, interfaces with service delivery, service transitioning, service operations, bringing new services into service and getting it accepted into service into the service assurance centres of excellence, revenue collection, cost, customer account revenue and customer satisfaction objectives. The role holder capitalises on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of BT at mid to senior level within the customer business area.

• Being accountable for meeting all agreed customer operational service levels and expectations from Field Services Perspective.
• Interacting with stakeholders at all customer levels, as well as supplier levels as support perspective.
• Technical expertise to support Projects Installations.
• Accountable for providing support and make suggestions to accelerate the restoration or implementation of services i.e. when issues effect high impact services;
• Accountable for implementations hands and Feet support -in complex, transformational, substantial and bespoke project requirements for;
• Commercial acumen to make suggestions that enables construction input to significant business cases;

Key Responsibilities

Service Provisioning

• • On site services in attendance of customer demands of IMAC (Install, Move, Activation, Changes), including site survey to verify Rackspace, power availability, asset and infra verification.
  • Tracking the delivery of CPE with logistics / vendor and facilitating delivery at customer premises with proper documentation.
  • WO/SA dispatches trough BT tool aligning attendance of services providers according previous SLO, SLA and timelinesn with Order Managers and/or Installation coordinators.
  • Coordination with customer and Installation coordinators all installations of CPE at site and extended onsite support during Test and Turn up. Also establish rapport with all key technical personnel of customer.
  • Preparation of configurations, documents work onsite for implementation and arrange signoff from customer. During project implementation support the equipment POST, implementation and post implementation tasks onsite.
  • Regular use of management systems, fault diagnosis and debugging tools. Provide network test facilities to support effective fault resolution and network improvements.
  • Extend support during Upgradation of bandwidth, CPE etc.
  • De install the CPEs and coordination for asset recovery.

Breakfix Support

• Break fix support, when needed, for suppliers and all CPEs which are deployed for enabling our Managed Services Implementation, involving configuration and provide onsite field support for DATA/VOICE/WLAN/SECURITY customer networks.

• • Coordination with OEM for troubleshooting and help to raise RMAs for replacing the hardware.

Infrastructure Support

• • Should have knowledge of TELCO equipment which are collocated in GPOPs like borders routers, switches, MDF/DDFs, tag blocks etc .
  • Should have knowledge on wiring & cabling ( Optic & Data cabling ) to interconnect cables to equipment.
  • Manage vendors who visit node site as per the maintenance guidelines during equipment installation and commissioning

Skills Required for the role

Demonstrated Capabilities

• Technical leadership and customer advocacy;
• Plenty understanding of supplier interaction;
• Is able to compile/create services reports and provides necessary documentation to describe to the client how the proposed solution implemented works;

Experience

• • 3 – 4 Years experience over the similar industry and the described deliverables;

• • Proven industry experience in a technical/commercial telecommunications environment;

• • Desirable previous work experience in an international business environment;

• • Strong verbal and written communication skills.

Skills

• • University degree or equivalent technical qualification and professional certification;

• • Excellent English language skills;(Advanced level it is the minimun required level)

• • Be able to think creatively, to innovate and resolve technical problems;

• • Ability to work as a team member within virtual teams;

• • Ability to provide specialised technical support in one or more areas and to proactively share knowledge and learning with the virtual team. (Examples of relevant areas are IP network or voice design skills and VoIP skills);

• • Excellent knowledge in Routing and Switching;

• • Should have good working experience in the area of wireless Lan, Routing & Switching and Security particularly on all CISCO platforms;

• • Needs to provide technical assistance for in-time and quality implementation of connecting, global, customer’s LANs (Local Area Networks) together via the different available WANs (Wide Area Networks);

• • Broad technical expertise in networking applications, DMZ, authentication, IP Addressing, network protocols, security and wireless technologies;

• • Experience working with network providers;

• • CCNA certification must be taken as diffential decision factor;

• • Wireless skills, specially over tools for Predictive, Passive, On-site and Complex wireless surveis(desirable ekahau tool) must be taken as differentiator, as well;

• • Ability to work as a virtual team member in a CoE and to effectively use the communication tools (email, IM, phone) that are available to do the work;
  • Excellent interpersonal skills.