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London GNOC Engineer (Shift)
Job Purpose
Working at KDDI Europe's Network Operation Centre in London Docklands. The main purpose of the division is to maintain KDDI services up & running and the restoration of the customer networking issues 24/7 basis. Problem solving mind/skill is essential.
Principal Accountabilities
Receive complaints from customers & report back to customers on the progress/result of troubleshooting.
Identify source of problems and propose solutions as a preventative action. Handle KDDI Japan domestic services, contacting customers & domestic teams in Japan. Maintain secure operations and keep the environment safe and tidy. Set priorities and resolve the problem proactively. Share test plans with relevant co-workers before carrying out the affected circuit test with partner carriers. Troubleshoot with relevant counterparts such as HQ in Tokyo, European Network Providers & HCM GNOC. Recording relevant information onto KDDI'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.
Knowledge, Skills, Experience and Key Competencies
Fluent business level English and Japanese (reading, writing, listening and speaking) is essential
Good communication skills are essential
Experience of customer service or call center operation is advantage (Salary level 1)
Adding to communication skills, following network skills are beneficial (Salary level 2)
Networking Protocol as examples:
- Ethernet, TCP/IP, MPLS
- ADSL, SDSL, and Fibre cabling
- Server or Firewall and Cisco experience are an advantage
- Windows Application (Word, Excel, PPT and Visio)
Information Security Responsibilities
To follow KDDI Europe’s Information Security and Data Protection Policies to ensure the security of company and customer information. To complete training and awareness sessions when requested to ensure changes and updates to the policies are understood.
Background Information
This position is an integral & important part of the Global Network Operation of KDDI HQ. The ability of the GNOC Tech team to provide & maintain our products & services means that there is a large dependency on this role. The ability and willingness to travel freely within EMEA+CIS and other regions are essential.
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