3rd line Technical Support Engineer

Service Operations & Support   |   

POSTED: 07/10/2019


Experienced 3rd line support engineers to deliver support to our customers for our voice and data products within a 24/7 department.


Bradmore, Nottingham UK

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.

Hybrid Responsibilities

    • Perform installations of Red Box products and integrations
    • Perform planned technical project work in relation to Red Box products

Onsite Client Engineer Responsibilities

    • Perform daily health checks on all global voice recorders, including checking recorder connectivity, system alarms and log files
      • Inform client of any serious incidents and concerns that arise from proactive monitoring
    • Jointly manage the Change / CAB process with the Service Delivery Manager and client
    • Further ensures that the Red Box Service Now toolset is fully up to date
    • Maintain device inventory, software levels, maintain diagrams produced through transition / project startup etc. We expect the inventory to be maintained in our Service Now tool – this is our CMDB
    • Attend and engage in Red Box service meetings, ensuring tasks are proactively addressed
    • Participate in Continual Service Improvement actions


      •  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