3rd Line UC & CC Engineer

REF:
33359

LOCATION:
United Kingdom

SALARY:
50,000 GBP

TYPE:
Permanent

Position: 3rd Line UC & CC Engineer

Company: Telecommunications Managed Services Provider

Reporting To: Head of Service

Location: Hampshire

Type: Permanent

Salary: £50,000

 

Role Overview

 

Our client, a leading Telecommunications Service Provider in the UK, is looking to appoint a 3rd Line UC & CC Engineer to join and add value to a growing, ambitious, and friendly organisation. This role will be reporting to the Head of Service.

 

Key Responsibilities:

 

· Provide technical support to the customer base, ensuring all escalations from 2nd Line are dealt with.

· Work closely with the Head of Service to provide feedback on the Service Desk team and issues that have been escalated.

· Support the development of junior members of the team, sharing best practice and knowledge.

· Ensure SLA’s and customer expectations are achieved and maintained.

· Ensure customer are satisfied with the outcome and experience of the company and maintain reports relating to customer history.

· Accurately document incidents within customer systems and networks.

· Work alongside and liaise effectively with 3rd party suppliers for supported products.

· Provide on-call support when required.

 

Key Skills:

 

  • A minimum of 9 years’ experience in a Service Desk/Helpdesk or implementation role.
  • Avaya ACSS level qualifications.
  • Proven experience of practical support knowledge across a minimum of 3 products around Avaya and at least one other vendor.
  • Strong knowledge of VMware.
  • Prior experience with monitoring and ticketing system.
  • Prior experience working with 3rd party suppliers and managing SLA’s.
  • Excellent customer service focus.
  • A strong understanding of troubleshooting networking protocols and technologies.

Rob Hartfiled

Divisional Manager - Technology


+44 (0) 20 8614 7672

Apply for job

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