Mvno Engineer

The MVNO Team provide reactive support to all our MVNO customers, with future capabilities allowing for proactive monitoring. In the event of a reactive complaint, a fault is logged within the UK and Global remedy ticketing systems by the MVNO team, who will retain the ownership management of the fault, to ensure progression and provide consistent, timely customer communication updates, through to conclusion. This includes Mobile services such as Voice, Data, Messaging, Digitalk Billing, Roaming, IVR, and many more. The MVNO Engineer role is to validate and ensure all the required details are obtained to capture the customer reported issue and to identify the failing element, to minimise customer impact due to service impacting faults. Work closely with senior engineer to understand if a reactive customer fault is a complex issue, required to be handed over, and managed by the next level of support for progression. Responsible for ensuring customers service level agreements (SLA) are achieved, for all in-Service technology services using end-to-end incident management process. The MVNO team support our customer base 24/7 and this role is shift work 2 days ( 7am-7pm) and 2 nights (7pm-7am) and 4 days off rota.