3rd Line Technical Support Engineer

Service Operations & Support   |   New York

POSTED: 27/08/2020

Role

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

 

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 customer resources throughout the management structure to ensure a positive 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
  • 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.
    • Linux / Microsoft Windows Server - MSCE/MSCA
    • Cloud Technologies
    • ITIL V3/V4 foundation

Skills & Experience

  • 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 2008 and 2012
  • Experience with Cloud technologies such as like Docker, Kubernetes, ElasticSearch, etc
  • Good understanding of Microservices Architecture
  • 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)
  • Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous

 

We value people who can support our Red Box employee value proposition ‘courageous, competitive, collaborative’

Closing Date: Friday 11th September 2020

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