**Purpose of the role**
To achieve agreed customer service delivery and business targets for all associated process & support functions by following BT security guidelines and contractual obligations.
**How the role contributes to business strategy?**
This role will be key to enabling the continued evolution of our Delivery Model and also support streamline our Operations. You will be accountable for building effective relationships with your peers and all stakeholders and the designer team. You will be owner for HLD and LLD and also write Scripts for implementation/delivery
**Key Service Delivery metrics include :**
· Customer satisfaction – episode Net Promoter Service metrics corporate
· Service Delivery – operational performance at corporate level (e.g. Priority Assistance, Customer Right First , Service Level Agreements e.g. in process metrics cycle times including Quality control)
**Key Responsibilities, Accountability Metrics, Decision Rights**
+ You have to provide the technical support for Request Fulfilment/Implement/Delivery/Troubleshooting/Hyper Care Support to the customer network service requests.
+ You will need to validate pre & post checks the existing running configurations, assist and notify the customer proactively, if there is any network related issue.
+ Candidate is required to support project work, migrations in addition to request fulfilment.
+ To be successful in this role, you must be a motivated and quick learner , possess strong customer service experience and technical problem solving skills; and be someone who embraces challenges.
+ Guide and support our stakeholders to achieve SLA performance, customer experience expectations and quality standards within budget.
+ Hands-on knowledge for network configuration delivery including creation of LLD, config scripts auto/manual for data network comissioning,amend and transformation projects and LAN & WAN modifications.
+ Knowledge of CISCO routing and Switching up to CCNP level including-VLAN, MAC address binding & ARP table, Sticky MAC address, Port-channel configuration, Trunk Port, SNMP, PoE, Access List, Port mirroring, IP Helper Addressing, Static & Dynamic Routing, IP Accounting and Collection of Data, NAT, PAT, DHCP, HSRP and GLBP, Policy based routing.
+ Perform network troubleshooting to isolate and diagnose common network problems too. Expert understanding of protocols, applications, tools , products and services-TCP/IP,EIGRP, BGP, OSPF,ethernet,ADSL,LeaseLine etc.
+ Expert Knowledge of Wireless-802.11b/g/n, 802.11 a/n and 802.11ac wireless implementations, configuration.
+ Multicast over wireless, voice/video over wireless –Troubleshooting and configuration involving enterprise CUWN products including next generation CT5500 and CT2500 series Troubleshooting client connection, authentication, disconnection, roaming and latency issues. Advanced features like Flexconnect, Anchor mobility, RRM, Mdns, Webauth, Radius NAC, High availability, Qos, AVC and Clean air.
+ 802.11ac, 802.11n, 802.11i, 802.1x, 802.11e, Lwapp/CAPWAP, 802.11r, 802.11w and EAP.
+ Meraki(MR/MS and MX)-Working and understanding Meraki Dashboard
+ Support a Cisco/Meraki centric LAN, and WLAN environment.
+ Conduct predictive wireless assessments and deployments at global sites Perform installation, maintenance and upgrade of Meraki-based WLAN dashboard and access points.
+ Adding and Claiming new device
+ Motivate – Empowers and Coaches Others: Co-creates a motivating team vision to provide direction in the face of ambiguity.
+ Works collaboratively to set clear goals and success measures aligned to strategy to support collective ownership.
+ Works to remove organisational barriers to collaboration to enable teams to achieve goals.
+ Respectfully explores the perspectives and ideas of others to foster trusting relationships cross functionally.
+ Facilitates team discussions to explore ideas and challenge assumptions.
+ Works to define clear roles and responsibilities within the team to support the achievement of goals.
+ Accelerates Change, Drives Speed and Agility
+ Process Knowledge as per industry best practices e.g. ITILV3,CMMI etc.
+ Service Now, Expedio, HPSM , Citrix and RPA/AI or any Language (python) etc.
+ Telecom/IT Services etc.
+ Graduate/PG – Technology e.g. B.Tech, BSc etc.
+ Relevant experience in Leading diverse Projects/teams
+ Experience engaging and influencing stakeholders, both internal and external, to achieve business objectives.
+ Experience and contribution to solving complex problems.
+ Proven ability to contribute to and inform strategy development within area of expertise
+ Demonstrated excellent written and verbal communication skills
+ Experience working in a complex, cross functional work
+ Implementation/Delivery/L3 Incident Management/Service Operations Experience
+ Cisco Expert Routing & Switching, Wireless, Meraki or Cisco Specialist
+ 8 to 10 years demonstrated experience (i.e. considered a specialist in field)
**Job:** _Customer service_
**Title:** _LAN/WLAN Technical Professional (Budapest or Debrecen)_
**Requisition ID:** _143373_