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2nd Line Support Engineer

Critical Resourcing
Job LocationCheadle
EducationNot Mentioned
Salary£28,000 - £32,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Our client a leading Unified Communications supplier is looking to employ a 2nd Line Support Engineer.This role will be based in Manchester and will be office based after COVID restrictions are liftedKey Responsibilities

  • Provide 2nd 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 tickets according to OLA’s and SLA’s;
  • Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner;
  • Following in-depth diagnosis, escalate to 3rd line where applicable;
  • Provide support, training and be an escalation point for 1st line colleagues;
  • Liaise with 3rd line support and 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;
  • Lead with troubleshooting network and telephony issues. This may require diagnosing router, firewall, hardware or software faults;
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles;
  • Be highly responsive to all types of communications (phone, email, IM..), occasionally during out of hours and holidays;
  • Periodically review the online training system and ensure that all training material is up to date and relevant and arrange updates and amendments as may be required to maintain the highest quality training environment and materials;
  • Take responsibility for your own personal development and training. Proactively drive knowledge transfer from other members of staff to bridge any product knowledge gaps you have;
  • Create and maintain knowledgebase articles to enable consistency and learning within the team;
  • Use and support any business processes in place and proactively offer suggestions for process improvements that lead to improved customer experience and/or efficiency.
    • Additional Responsibilities
  • From time to time, attend customer sites to assist in rollout / deployment of the NFON telephony solution;
  • 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;
  • 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;
  • Maintain internal FAQ and documentation;
  • Undertake any and all other reasonable and related tasks/objectives associated with this role.
    • Essential Skills
  • 3 years’ experience in supporting SIP IP Telephony and PBX;
  • Being able to troubleshoot and understand SIP messaging and RTP is a must;
  • Support experience of SBC;
  • Considerable experience in a hands-on role supporting and/or installing IP telephony systems;
  • Support and implementation experience of Skype for Business
  • Experience of using Office 365;
  • Be an excellent problem solver with strong analytical skills;
  • Good working knowledge of IP Networking and trouble shooting
  • Experience of dealing with Routers, Firewalls and network configuration;
  • CCNA certification or equivalent experience;
  • Good time management skills;
  • Excellent communication skills is a must;
  • Possess excellent interpersonal skills and can communicate concisely at all levels;
  • Able to work well on his/her own initiative and to demonstrate the highest levels of organisation required to meet tight deadlines;
  • Fast learner and quick to grasp new ideas, technologies and concepts;
  • Be able to evaluate, learn, adapt and improve;
    • Desirable Skills
  • Skype for business deployment, Active directory, DNS
  • Experience working with Yealink, Panasonic & Polycom devices.
  • Experience in supporting Microsoft Windows server and client applications;
  • Metaswitch/Oracle ACME packet SBC experience;
  • VMware ESXi experience or similar virtualisation technology;
    • Required skills
  • Service Management
  • SIP
  • Telephony
  • VoIP
  • 2nd Line

    • Keyskills :
    Service Management SIP Telephony VoIP 2nd Line

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