Brussels Metropolitan Area
To deal with all aspects of the management of International Change (Planned Work) requests for BT Global Networks and Services and the handling of all types of planned works for the various in-country networks in co-ordination with the local units and contributing to the continuous service improvement of the Change Management Process and Team.
• Act as primary contact via phone or mail for customers who are experiencing difficulties on telephony and data networks and this in a 24/7/365 rota. • Network/equipment surveillance in order to proactively identify alarms on services and react appropriately. • Record and follow up fault correction, perform 1st level technical fault diagnostics using specific tools and interact closely with 2nd/3rd level network support departments. • Organize all communication between technical support teams, field engineers and vendors. • Single point of contact towards industries globally. • Identify and escalate complex and/or high priority problems to the appropriate people for a swift resolution. • Planned work notification & support/intervention related to BT, supplier and client maintenances. • Create and maintain customer reports.