CIM Apprentice Engineer

Job Description

To deliver technical support to a diverse customer portfolio of complex, multivendor, multichannel contact centres and business communication solutions.You will work as part of a centralised team providing advanced second, third and fourth line technical support to remediate service affecting incidents and to fulfil internal and external service requests.This role requires an individual who is willing to learn and grow their technical skill set to cover several Avaya multichannel products (all training will be provided). You will be expected to apply your capabilities to deliver other existing and future supportservices as part of Sabio supports continual service improvement and development.You will be required to maintain a consistently high degree of customer focus applying your analytical and customer management skills to understand and meet customer expectations to maintain Sabios market leading CSAT. What will I learn Captures and analyses support requests from customers, colleagues and monitoring tools to accurately define, categorise and prioritise support requests. Conducts communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives. Captures all activity as directed by process to measure departmental activity against financial targets. Inputs accurate and detailed information to all support management tools punctually to support colleagues and provide accurate MI to meet quality standards for service delivery. Exercises information security due diligence and vigilance to protect company and customer information. Acts as a technical authority coordinating complex technical investigations, technical investigations with support from the service desk. Other second line internal and external third party resolver groups within escalation timelines to support colleaguesand meet SLA targets. Performs 2nd and 3rd line technical support performing analytical problem solving research and testing activities to resolve/fulfil requests at an advanced level to meet resolution / workaround targets. Documents composes and executes complex and major requests for change to configure and implement changes on customer and internal systems to meet change deliverables. Coordinates and delivers technical investigations with support from the service desk and any other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets. Committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabios support services. Reviews and updates existing technical design documentation to support services delivery and to support the transition management process. Always seeks to identify more innovative ways of working that create increase in effectiveness. From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager. At all times you must follow all reasonable and lawful instructions given to you by the company. Always seeks to identify more innovative ways of working that create increase in effectiveness. From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager. At all times you must follow all reasonable and lawful instructions given to you by the company. What qualification or qualities are required Characteristics: Continuous Professional Development is a key focus of all roles at Sabio Always seek to identify more innovative ways of working that create increased effectiveness Challenge standard processes and procedures with the aim to ensure they are as good as they can be Act as an ambassador of Sabio and its key partners at all times From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your ManagerDesirable skills, experience & knowledge: Exposure to databases (SQL, Oracle) Understanding of common systems architectures Exposure to contact centre technologies Understanding of Cognos reporting Exposure to Windows servers Knowledge of Linux/Unix (preferably Red Hat) including administration tasks (cron scheduling, shell scripts etc.) Understanding of basic networking fundamentals Understanding of Orchestration Designer or similar workflow building tools Exposure to Twilio technology stack