[Contract] IT Support Staff

Advertised on : 13 May 2019 | Closing date : 11 Aug 2019

  Job Reference : 10117

Customer/Client Support Representative



£20,000 to £29,000 per annum (depending on experience)

+ £1,300 Shift Allowance


Contract Type

Full-time, until November 2019



London, UK


Company Profile

Leading Japanese telecommunications firm. The company seeks a new Global Network Operations Centre Business Continuity Plan (GNOC BCP) Engineer to maintain its services and restore customer networking issues to a 24/7 basis. This position is an integral & important part of the Global Network Operation of the company. The ability of the GNOC Tech team to provide and maintain products and services means that there is a large dependency on this role. The ability and willingness to travel freely within the EMEA, CIS and other regions is essential.                                                                                              

Main Responsibilities

·            Receive complaints from customers & report back to customers on the progress/result of troubleshooting.

·            Identify the source of problems and propose solutions as a preventative action.

·            Handle Japanese domestic services by contacting customers & domestic teams in Japan.

·            Maintain secure operations and keep the environment safe and tidy.

·            Set priorities and resolve problems proactively.

·            Share test plans with relevant co-workers before carrying out the affected circuit test with partner carriers.

·            Troubleshoot with relevant international counterparts.

·            Recording relevant information onto the company’s ticketing systems.

·            Escalate matters when necessary to the team and other relevant divisions.

·            Information sharing within the team and training the team when necessary.

·            Housing support when requested.

·            Create monthly reports for customers.

·            Access arrangement and maintenance notification arrangements with relevant parties.

·            Update documentation including Typo3 documents for A/B end customer.

·            Ad hoc requests from your line manager.

·            Maintain company’s Information Security Policy to ensure the security of company and customer information according to the policy.

·            Complete training and awareness sessions when requested to ensure changes and updates to the policy are understood.


Candidate Requirements

·            Fluent business level English and Japanese.

·            Good communication skills.

·            Good problem solving skills.

·            Beneficial: Experience of customer service or call centre operations.

·            Beneficial: Communications and networks industry experience. This includes Ethernet, TCP/IP, MPLS, ADSL, SDSL, fibre cabling, server/firewall/Cisco experience, and Windows Applications (Word, Excel, PPT and Visio).  


Starting Date

ASAP to November 2019


Working Hours

Shift-based. Four days at work; four days holiday.

·         1x 08:00 to 20:00

·         3x 12:00 to 00:00 OR 13:00 to 01:00



Candidates must have full eligibility to work in the UK as VISA sponsorship cannot be provided. Temporary VISA holders (Tier-5, etc.) are also welcome to apply.


Functional Areas : Office Professionals;General Affairs / Admin Support;Other
Type of Employment : Permanent
Work Location : (London)
Salary Description : £21300 - £30300

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