Technical Support Engineer - 3rd line support

Role: Technical Support Engineer - 3rd line support

Location: Manchester, UK (100% Onsite)

Roles and Responsibilities

• Experienced 3rd line support engineer to deliver support to our customers for our voice and data products • Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication

• Communicating effectively with customer resources throughout the management structure to ensure a positive customer experience

• Any adhoc duties as are reasonably requested by the business.

Skills & Experience

• Detailed problem reproduction on support test labs

• Working with the team to ensure daily case allocation is managed

• Highlighting areas of risk as soon as they are apparent

• Perform change management including raising RFC’s

• Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents

• Development and management of knowledge base

• Troubleshoot and triage 3rd line faults through to development.

• Minimum 3 years experiencing working within an IT/Telephony Support role

• Good Software skills including configuration and installation of Operating systems including Linux, MS server 2012 - 2022

• Knowledgeable on hardware

• Understanding of Network Technologies including TCP/IP DHCP, VLAN and various WAN technologies

• Good knowledge of how the Internet works (HTTP/HTTPS and DNS)

• Problem solving ability, creativity to "think-outside-the box", proven track record in proposing and implementing new solutions for customers.

• Agility/ability to work at pace and to tight deadlines

• Customer Facing experience with ability to demonstrate being able to manage the support requirements of demanding customers

• Experience with Virtualisation (VM Ware, Hyper V and Virtual box)

Essential Certifications and Qualifications

• A degree in a relevant technical subject (Desirable)

• CCNA Collaboration, Avaya, Mitel or similar Telephony certification (Desirable)

• Experience with SIP, RTP, G.711, G.729, H.323 or similar telephony exposure/knowledge - Highly desirable.

• Linux / Microsoft Windows Server - MSCE/MSCA

• Cloud Technologies

• ITIL V3/V4 foundation Advantageous but not essential

• Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous

• Experience with containers and Microservices Architecture Cloud technologies similar to Docker, Kubernetes, ElasticSearch

• Configuration and installation of Linux