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Client:
itContracting
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
feae00a67273
Job Views:
3
Posted:
23.07.2025
Expiry Date:
06.09.2025
Job Description:
Overview
Junior Application Monitoring Engineer
Permanent position with eir evo
Objectives
As part of our ongoing reshaping within eir evo, our strategy is to re-position eir evo as an integrated telecommunications and information technology services provider. This role is within the Managed Service team and involves developing into a centre of excellence that consolidates all internal support structures into a single ISO-compliant response centre. Objectives include:
* Act as a key member of an ISO Managed Service Centre that acts as a single customer response centre across all solutions delivered within eircom business.
* Demonstrate best practices in Customer Response management and SLA/order management, ensuring high levels of customer satisfaction.
* Support effective SLA/Order management within the Service and Assure team and other eircom Business functions.
* Participate in a shift rota.
* Deliver the target Customer Experience.
* Manage and ensure compliance with customer SLAs.
* Work on personal development to contribute to the Customer Response team’s capabilities.
Tasks
Participation in cross-functional teams managing sizeable orders/projects for Business customers, including:
* Order Processing
* Projects
* Completing forms/service orders on appropriate systems and proactively updating customers.
* Liaising with customers on project progress.
* Being a single point of contact for assigned customers, generating reports, and reviewing service levels.
* Supporting all elements of customer delivery and liaising with project managers.
* Supporting complex SLA solutions interfacing with relevant parts of eir and third parties.
* Contributing positively to team culture and vision.
* Managing personal development.
* Understanding regulatory, fair trading, and competition rules.
* Supporting team members in achieving key objectives.
Key Performance Indicators
* SLA Metrics
* Adherence to Performance Management processes
* Customer Experience improvements
* Support ISO compliance
Competencies
Business Competencies
* Results Focus
* Customer Focus
* Problem Solving
* Business focus
* Teamwork
* Oral and Written Communication
* Interpersonal Skills
* Influencing and winning commitment
Experience
* Minimum 2 years industry experience
* Industry Background – Communications/ICT
* Knowledge of Business core ICT solutions portfolio
* Knowledge of Fixed Line Telecoms technology and infrastructure
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