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L3 Support Engineer

recruit121
Job LocationCardiff
EducationNot Mentioned
Salary45,000 - 50,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

Excellent opportunity for a remote working L3 Support Engineer in a growing tech company with ample opportunity for growth. This role is remote working with a requirement to go to the offices as and whenThese are exciting times for my international client who has continued to grow through the last 18 months (doubled in size and continuing on the same trajectory) at a rapid rate hence the need for this brand new L3 Support Engineer due to that growth. Hugeopportunity for personal development and career progression in this company with a fantastic culture.The L3 Support Engineer is responsible for providing specialist support to their partners and customers, across a portfolio of managed voice solutions and services. The service desk environment involves taking incoming calls, tickets and emails whilst alwaysstriving to provide the highest quality support.Required:

  • Experience in deploying PBX and hosted telephony systems
  • Telephony, understanding of the concept
  • Troubleshooting/root cause analysis
  • IP networks and data networks knowledge and debugging
  • SIP knowledge (protocols) understanding SIP codecs
  • Teams Direct Routing experience
  • Firewall understanding, role in networks
  • High standard of written and verbal communication
  • High levels of attention to detail
  • Developed planning and prioritisation skills
  • Expert customer service skills - a positive approach
  • Experience in producing documentation and knowledge sharing
  • Proactive approach to solutions: a common-sense approach
  • Passion for technology
  • Takes pride in brilliant work
  • Professionalism
  • Efficient time management
Desirable:Session Border Controller experience (SBC)
  • Broadworks exposure
  • Wireshark debugging
  • VoIPMonitor, Homer, OCM or similar
  • ITIL Framework exposure
  • Zoom Phone experience
  • Appropriate telephony accreditations (School of SIP, MS700 etc.)
The L3 Support Engineer will undertake deliverables as part of multiple concurrent support tasks of varying size and complexity alongside operational duties with varying priorities. This role involves being the senior technical escalation within the operationalteam.Duties and Responsibilities Monitor and react to key infrastructure alarms, metrics, or security events. Ticket ownership Communication - maintain excellent communications with all employees, clients and customers. Configuration of various cloud telephony platforms (Teams Direct Routing, Zoom Phone, Cisco) End-user training of systems Provide escalated support for BAU support teams. Ensure configuration is documented and knowledge is transferred to wider engineering and support teams. Provide escalated support for BAU support teams. Identify risks in infrastructure and report to Engineering function Carry out changes in line with process and customer and/or Sipcom requirements Health & Safety - ensure all activities are undertaken in accordance with the Companys Health and Safety Policy. Standards - ensure the Companys operations and functions are undertaken in accordance with the approved procedures, processes or Company standards and any improvements are identified. Undertake any reasonable request to assist the Company meet internal and external expectations.If interested then please apply ASAP

Keyskills :
InfrastructureSIPRoutingSIP TrunkingVoice Solutions

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