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Incident and Service Coordinator. Stockholms län. Suecia

Vacantes de Técnicos en asistencia al usuario de tecnología de la información y las comunicaciones en Stockholms län (Suecia)



Clasificación del trabajo: Técnicos y profesionales de nivel medio : Técnicos de la tecnología de la información y las comunicaciones : Técnicos en operaciones de tecnología de la información y las comunicaciones y asistencia al usuario : Técnicos en asistencia al usuario de tecnología de la información y las comunicaciones.
Arbete som kräver kortare högskoleutbildning eller motsvarande kunskaper : Arbete som kräver kortare högskoleutbildning inom informations- och kommunikationsteknik (IKT) : IKT-tekniker, drift och användarstöd : Datatekniker, service och support.

Descripción de la oferta de trabajo:

Growing with Huawei. Achieving together. We are one of the leading vendors in the world, providing customized network solutions for telecom carriers worldwide. We are growing fast. We are dynamic.

We look forward to receive your application.

Huawei is looking for a Incident and Service Coordinator  to join our team

   

Primary Responsibility and Functions 

Incident management

* Daily tracking, handling, technical troubleshooting and status update of incident tickets and progress towards its closure

* Priority 1 & 2 Incident Management

* SPOC for the complex incidents from all interfaces- Telenor, Huawei, Third party.

* Responsible for coordination of Incidents between resolving BO units, Third party and Telenor.

  Problem Management

* Daily tracking, handling and status update of all the problem tickets and progress towards closure.

* Run and coordinate Problem Investigations in terms of Customer/User/Trend issues

  Customer complaint handling

* Technical Investigation on high to moderate level (depth).

* Technical Fault handling on high to moderate level (depth) in many different operator technologies and network elements.

* Daily tracking, handling and status update of all the problem tickets and progress towards closure.

* Daily tracking, handling, technical troubleshooting and status update of incident tickets and progress towards its closure

Corrective Ticket monitoring

* Continuous monitoring of open corrective tickets by means of Remedy/SDM/WFM monitoring tool (Working hours: SD / Off-working hours: GNOC)

* Take care of SLAs, act prior to breaching A and/or B level SLAs by means of: o Contacting the ticket handler (where the ticket is at the moment) o Contacting the ticket owner (where the ticket was received from the Customer) o Escalate towards management in case of no performance (ticket handler’s manager)

* Escalation in case of SLA breach: o Notify the ticket handler, ticket owner, their managers, SD manager

Dispatching

* Dispatching of Corrective tickets to field services organization. (Field technicians / Subcons)

* Daily dispatching, tracking, handling, and status update of field tickets and progress towards subcontractors and field engineers.

* Support the service technicians as needed over the phone/email for ticket data, accessibility issues etc.

* Coordinate and support spare parts in field.

* Coordinate site access for Telenor, Huawei, and Third party.

* Secure the highest possible efficiency in the planning and delivery of services for the field organization. This efficiency includes both the cost effectiveness of service / delivery and quality.

 Case coordination

* Daily tracking, handling, status update and progress reporting towards subcontractors, field engineers, customer and involved internal parties for those cases.Job Requirements and Working Experience:

1)    Experience in hotline, helpdesk or consumer product service area (in IT/telecom industry preferable).

2)    Educational background: at least upper secondary education (high school diploma) preferably in IT, engineering or computer engineering or related discipline. 

3)    Fluent Swedish and English in both writing and speaking.

 

General Competencies:

1)     Business maturity and responsibility for entrusted tasks.

2)     Excellent verbal and written communication skills

3)  &nbs

Servicio de empleo de origen: Arbetsförmedlingen, Servicios Públicos de Empleo, Suecia.

País del trabajo: Suecia.

Región: Stockholms län.

Ver 1762 ofertas de trabajo en "Stockholms län" (Suecia).

Fecha de inicio: 23/02/2018.

Nº de vacantes: 1.

Experiencia: Véase la descripción.

Nivel educativo requerido: Sin especificar.

Carnet de conducir: No.

Horas semanales: 37,5 2.

Tipo de contrato: Jornada completa.

Duración del contrato: Indefinido.

Cómo solicitar: Otros (véase la descripción).

Cómo solicitar el puesto:
Robert Hansson titel : telefon 1: () telefon 2: () mobil: e-post:

Link to the vacancy on the Swedish job board

Empresa: Huawei Technologies Sweden AB.

Dirección: Isafjordsgatan 34 16440 Kista.

Contacto: Robert Hansson titel : telefon 1: () telefon 2: () mobil: e-post:





Ver las 251 ofertas de trabajo de Técnicos y profesionales de nivel medio : Técnicos de la tecnología de la información y las comunicaciones : Técnicos en operaciones de tecnología de la información y las comunicaciones y asistencia al usuario : Técnicos en asistencia al usuario de tecnología de la información y las comunicaciones ofertadas.

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