IT Engineer - London, United Kingdom - Exponential-e

Exponential-e

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Overall purpose of the job:

Provide 2nd line technical support and assist with R&D as a key member of the Unified Communications team.
Work as a team player within the Exponentiale Unified Communications team to assist with the smooth running of UC operations
Work closely with the UC Specialist, UC Architect, Service Delivery and UC Provisioning teams

Key responsibilities for this job:

Provide technical support for all UC services, ensuring all support tickets are kept uptodate
Ensure faults are resolved with the agreed customer SLA
Liaise with 3rd party suppliers for fault resolution when appropriate
Develop close working relationships with the UC Specialist, UC Architect, Service Delivery and UC Provisioning Teams
Responsible for knowledge transfer to other teams members assisting with personal development
Assist in the training of new team members
Provide support to the UC Provisioning Team when required
Escalate customer faults to the UC Specialist Team
Assist the UC Specialist, UC Architect, Service Delivery and UC Provisioning Teams with any work during out of hours to include customer troubleshooting issues and R&D.
Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponentiale Ltd staff member to include out of hours tasks as required

Knowledge and experience required:

Experience working in a technical support environment dealing with Voice / UC related issues
Good allround technical competency
Ability to demonstrate good troubleshooting knowledge
Ability to work well under pressure and manage multiple technical support tickets within a busy service desk environment
Excellent customer communication skills
Ability to use initiative and be a selfstarter

Desirable knowledge and experience: