2nd line Technical Support Engineer

Service Operations & Support   |   

POSTED: 22/04/2019

Role(s)

Second line support engineers to deliver support to our customers for our voice and data products within a 24/7 department.

Location(s)

We have various roles available based in both Bangalore, India and Columbus, USA please get in touch for more information.

Primary Responsibilities

  • Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication
  • Communicating effectively with Helpdesk Analysts to ensure they can communicate effectively and manage the customer 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
  • Communicate effectively with Helpdesk Analysts to ensure they can successfully communicate with the customer
  • Troubleshoot and triage 3rd line faults through to development.
  • Potential to work as part of a shift rota – to be agreed along with location as part of specific role
  • Any adhoc duties as are reasonably requested by the business.

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.
    • ITIL V3 foundation
    • Microsoft Windows Server - MSCE/MSCA

 Skills & Experience

  • Minimum 3 years experiencing working within an IT/Telephony Support role
  • Good Software skills including configuration and installation of Operating systems including server 2008 and 2012
  • Knowledge 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)
  • Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous
  • Excellent verbal and written communication skills 
  • Experience on voice recording products – Highly Desirable
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