• Act as the first point of contact for customer and user inquiries • Log, categorize, and prioritize incidents and service requests accurately • Resolve standard incidents and requests using approved knowledge articles and runbooks • Perform initial troubleshooting of hardware, software, and connectivity issues • Manage user expectations throughout the ticket lifecycle • Contribute to knowledge base improvements and documentation updates • Follow ITIL Incident Management and Service Desk best practices

• Responsible for cold commissioning various projects all around the UK • Mentoring young aspiring commissioning technicians • Strong understanding of cold commissioning 11-33kV switchgear • Liaising with customers representatives and delivering switchgear installations for various manufacturers such as Siemens, Schneider, Ormazabal, ABB and others

• Provide L1 network support activities for voice and mobile services 24x7 • Ensure re-active repair activities with customers, suppliers and third parties worldwide • Monitor and investigate fraud events generated by the relevant internal tools (fraud detection systems, QoS tools and other tools) to identify the root cause and take decisions and resolution measures • Define and implement improvements in the Fraud prevention services delivered to BICS’ customers • Communicate with customers, suppliers in order to guarantee customer complaints resolution with SLA respect

• Design, Develop and modify network solutions providing exceptional client experience while ensuring the integrity of service delivery. • Internal interaction with members of the sales, sales engineering, and project management teams. • Create, modify, and maintain engineering process, workflows, and documentation. • Support customers through service acceptance by troubleshooting service issues during turn up (e.g., throughput, routing and other customer-related support issues) providing timely resolution. • Coordinate with internal stakeholders and external parties with effective use of resources and timely delivery. • Collaborate with peers and colleagues within Engineering, Service Delivery and Operations.