Uk Mobile Field Dispatch Specialist

• Perform initial triage of fault tickets, providing clear analysis to ensure accurate onward dispatch
• Allocate reactive and planned work to field teams through manual assignment or automated optimisation tools
• Monitor, review, and manage ticket allocations through to resolution, ensuring escalation processes are followed where required
• Support engineers by arranging access, climbing permissions, escorts, and third-party services in line with site-specific and local procedures
• Monitor and resolve jeopardy alerts within agreed timelines, enabling engineers to execute work effectively
• Maintain high-quality ticket documentation with concise, accurate notes covering actions taken, approvals, references, and timelines
• Act as the first point of contact for fault-related issues, escalating promptly to Dispatch Management when needed
• Provide continuous telephone and hotline support to internal teams and external customers
• Monitor shared email accounts to identify known site or network issues and manage access or climb confirmations
• Ensure correct purchase order details and payment information are recorded to support accurate invoicing and chargebacks
• Comply with landlord, security, and special clearance procedures for site access and climbs

• Qualified in Electrical Engineering, Telecommunications Engineering, or an equivalent discipline
• 2+ years of experience in Telecom, BPO, or KPO environments, ideally within a fast-paced ICT dispatch function
• Comfortable interpreting technical fault information and dispatching work within defined KPI frameworks
• Experienced in fault ticket handling and resolution processes, with exposure to customer-facing escalation scenarios
• Organised, adaptable, and able to manage multiple priorities in a 24x7 operational environment
• Confident in influencing and collaborating with multi-customer NOC teams and external partners to meet service requirements
• Knowledgeable in engaging third-party providers and understanding when external agencies are required
• Demonstrate awareness of health and safety requirements within field operations
• Proficient in Microsoft Word, Excel, PowerPoint, and Project
• familiarity with Remedy or similar ticketing tools is advantageous
• Able to communicate clearly and concisely, adapting style to different audiences and stakeholders
• Possess foundational knowledge of GSM, 3G, and 4G technologies

familiarity with Remedy or similar ticketing tools is advantageous

• Exposure to large-scale UK mobile network operations within a global organisation
• Opportunities to work closely with cross-functional teams across assurance, field operations, and incident management
• Development within a 24x7 operational environment that values accountability, teamwork, and customer focus
• A role that supports continuous improvement initiatives and operational excellence