Looking after TNZ's IP/Data and VoIP networks

Reporting to the Alcatel-Lucent Service Centre (ASC) Manager, the role of the Service Management Specialist is to perform as the interface between the customer and the Network Operations Centre.Responsibilities• Log faults reported by the customer facing teams into the Fault Management System (FMS) for fault tracking and communication purposes.• Maintain the online outages database, which is used for communicating current network outages to the customer’s wider business. • Send major outage pager messages for major events with large impact to Service Delivery Managers in Telecom as well as Alcatel-Lucent Management.• Maintain the Permit to Work database to ensure all network change and on-site maintenance is performed in a controlled and well-communicated fashion.• Maintain strong communication with the customer facing teams to ensure network impact is understood and faults are given the appropriate urgency and priority within the incident management teams.• Attend and contribute to conference calls with customer facing teams to discuss impact of events.

Reporting to the Manager of Technical Services, this role covers a broad area of responsibilities, including technical support and advice for clients ranging in skill and requirements, from non-technical individuals, to more experienced technically capable people. Working on HP servers, laptops and workstations, and Allied Telesis Routers and Switches.Responsibilities• Configuring and installing new laptops and workstations running Windows XP and Windows Vista for clients. • On-call for priority clients • Advising customers on software and hardware purchases, liaising with sales staff to ensure correct and complete order is placed. • Installing and configuring Windows Small Business Server 2003 and Server 2003• Proactive maintenance of customers hardware in and out of business hours.• Installing and configuring a wide range of software including but not limited to Trend Micro Internet Security, Trend Micro SMB, Symantec Backup Exec, MYOB and Banklink