FTTP Technical Support Analyst/Process Support – Irlam, Manchester

The Role

You will be part of a team that works effectively together. We encourage our team to create service improvement suggestions and trial and test these improvements in order to improve the overall service to our customers. Develop your technical knowledge by working with a team of creative and technical agents to further develop your own technical capability. Great team environment, friendly and hard-working. You will play a key role in supporting communication providers and third-party contractors. You will have a range of responsibilities including exception management for provision & assurance, monitoring of the FTTP network to support provision/assurance activity, supporting our incident management process and supporting continuous service improvement. You will also be playing an active role in ensuring the service desk meets its very strict SLAs.

Responsibilities Include:

  • Working closely with internal FLL departments to ensure all FTTP orders are progressed and completed within delivery lead times.

  • Ensure all resolver groups are performing to the expected standard.

  • Resolving any exceptions that occur during the provisioning process within target SLAs.

  • In the event of an issue arising during the provisioning and early life process, the aim will be to keep the CP regularly updated as to progress, liaising with internal FFL departments, and other departments to ensure swift resolution of the FFL provisioning activities.

  • Reporting and management of potential incidents.

  • Ensure all provisioning processes are used efficiently and accurately to reduce double handling and customer dissatisfaction.

  • You will be responsible for the monitoring of the FTTP network and reacting accordingly to areas of concern

  • Through trend analysis and network monitoring of the FTTP network, you will play a key role within our incident management process.

  • You will be responsible for engagement with our Network Restoration Services Provider ensuring exceptions are managed as per our SLAs.

  • Take ownership of day-to-day issues impacting the efficiency of the provisioning/fault management process, including escalation and complaint management.

  • Be proactive in identifying potential areas of development in MAP provisioning procedures.

  • Support the management with development in MAP by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience.

  • Working to achieve SLAs, quality standards and other KPIs agreed.

  • Technical support on all appropriate products in line with the MAP support scope.

  • Own the resolution of customer issues in accordance with MAP processes and policies.

  • Liaise with internal and external parties and take ownership to investigate and resolve those issues.

  • Effective time management ensuring tasks are effectively completed within deadlines.

  • Work within the relevant MAP policies e.g. information security.

  • Responsible for taking ownership through to resolution for CEO complaints, high-level escalations, and tickets that have been repeated/reopened a specified number of times and remain unresolved.

  • Provide full root cause analysis and highlight improvement opportunities to reduce future fault volumes.

Reporting to

Service Delivery Manager – Interim

Reporting to


Personal Attributes

  • Good communication, organisation and team working skills.

  • Customer-focused with a professional outward attitude.

  • Be able to communicate effectively and professionally with internal and external clients.

  • Time management. The ability to manage time and prioritize tasks.

  • High level of accuracy on manual data tasks.

  • Can-do attitude, focussed and ability to work independently in line with our service guarantees.

  • Team player.

Experience & Qualifications

  • Working within telecoms, specifically fibre related products

  • Customer services training/experience

  • Working within a service support environment

  • Using service desk applications

Our Ideal Fit

Someone who is a team player and willing to get their sleeves rolled up from time to time in order to take this business from what is a start-up to one that is an industry leader.

Working with Freedom Fibre

We operate in a relaxed and industrious atmosphere, you’ll be encouraged to speak out and contribute where ever you feel you have something to offer. Our offices are open from 07:00 through to 19:00 and we are happy to be flexible with working hours so you can enjoy a relatively stress-free commute or work from home to create the best possible work-life balance that suits you and Freedom Fibre.

We offer an attractive package including bonus, generous pension, private health care and flexible working along with other benefits.

Freedom Fibre is an Equal Opportunity Employer

We are committed to being a successful, caring and welcoming place for all employees.

Place of Work

The place of work will be offices in Irlam, near Manchester.

Still Interested?

Email HR@freedomfibre.com

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