IP Support Engineer

Industry Sector  : Cloud Technology ,Telecoms

 Location : West London

Package  : Up to £27k + 10% bonus

Job Description  :

The Company 

We are hiring for a IP Support Engineer to work for the the No. 1 telecom provider of enterprise-grade IP Centrex cloudbased telephone systems in Germany. The company was established in 2007 and has over 150 staff and serves over 200,000 business users in a rapidly growing market. It provides businesses of any size the opportunity to reduce their expenditure on telecommunications costs while increasing the productivity of their staff and enhancing their communications with customers and partners. 

The cloud-based telephone system can be accessed from any location by telephone, mobile, or the PC. The company offers unified communications as a service delivered from the Cloud - meaning the system is provided via broadband Internet connections. 

Our client requires Support Desk Network Technician with minimum 1 years’ experience in Support Desk functions. The person must have IP, IT and data networking knowledge to make their mark on this rapidly growing market. 

Purpose of Role

The Support Engineer provides advanced support services to clients and customers. The support services may require detailed analysis of SIP signalling and IP communications protocols. 

The Support Engineer may be required to provide 1stLine services to support the Technical Assistance Centre (TAC) rota’s. Also provides support services to the company’s internal network and telecoms.

To succeed in this role you will be expected to: 

  • Provide 1st line support for all customers & resellers via phone or email or face-to-face;
  • Log all incidents and requests within the Incident Management System and update ticket in a timely manner;
  • Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner;
  • Troubleshoot & Diagnose hardware/software faults;
  • Following in-depth diagnosis, escalate to 2nd line where applicable;
  • Provide support, training and be an escalation point for 1st line colleagues;
  • Liaise with 2nd line support external suppliers to ensure resolution to agreed standards and timescales;
  • Manage, prioritise and plan own work queue and deal with tickets within the set SLAs;
  • Share technical knowledge with users and to provide basic training on systems and applications;
  • Troubleshoot basic network issues such as router & firewall issues;
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles;
  • Proactively drive your own training from senior members of staff to bridge the knowledge gap;
  • Create and maintain knowledgebase articles to enable consistency and learning within the team.

Additional Responsibilities

  • From time to time, attend customer sites to assist in rollout / deployment of the company’s telephony solution;
  • Providing internal technical support (PC/telephone/etc.) to the UK office and ensuring that the office network is fully maintained and documented at all times;
  • Be part of the out-of-hours on-call rota for the UK Service Desk;
  • Provide essential out of hours support in the event of severe incident both internally and customer related;
  • Undertake any and all other reasonable and related tasks/objectives associated with this role.

Essential Skills

  • Knowledge of SIP based PBXs;
  • Knowledge of SIP routing and troubleshooting;
  • Experience in a hands-on role supporting and/or installing IP telephony systems;
  • Good working knowledge of IP Networking;
  • Knowledge of Microsoft Office, Windows 7 & 8
  • Knowledge of Cloud Infrastructure;
  • 1+ years' experience in a IT Support Role - providing phone, email and onsite support;
  • Possess excellent communication skills;
  • Be an excellent problem solver with strong analytical skills;

Desirable Skills

  • ITIL v3 Foundation Certification;
  • Experience dealing with Routers, Firewalls network configuration;
  • CCNA certification or similar experience;

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