End-to-End Case Resolution: Execute standard operating procedures discipline for incoming ticket resolutions to meet strict SLA targets (Response & Resolution Time).
Intake & Technical Analysis: Collect comprehensive technical data (photos, videos, chronology) from customers to diagnose root causes accurately.
Remote Solution Architecture: Formulate step-by-step troubleshooting guidelines and provide remote diagnostic guidance/product education as the priority first step to optimize resolution speed.
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Operate and control 33kV electrical installations including HV switchgear, transformers and protection systems in compliance with the Electricity Supply Act 1990, Electricity Regulations 1994 and DC requirements
Conduct inspections, quality checks, supervise employees, subcontractors and services
Adhere to customer freeze periods and communicate relevant dates
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Delivering maintenance and troubleshooting services by performing preventive and corrective maintenance, diagnosing faults, and restoring Fire Detection & Alarm Systems, including fire alarm control panels, detectors, sounders, manual call points, network modules, and field devices.
Supporting commissioning and system validation activities through installation support, point-to-point verification, loop testing, cause-and-effect testing, system acceptance testing, and handover to ensure compliance with project specifications and regulatory requirements.
Providing technical expertise and system optimization by analyzing fault logs and system events, conducting root cause analysis, supporting firmware upgrades and software configuration, and recommending improvements to enhance system reliability and availability.
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