3rd Line Technical Support Engineer

Role

Experienced 3^rd 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 3^rd 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 5th March 2021

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