Senior Support Engineer L3 - Cardiff, United Kingdom - recruit121

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Verified Company
Cardiff, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Excellent opportunity for a remote working L3 Senior Support Engineer in a growing tech company with ample opportunity for growth.

This role is hybrid working with a requirement to go to the offices 4 times a month.


These are exciting times for my international client who has continued to grow through the last 18 months (doubled in size and continuing on the same trajectory) at a rapid rate hence the need for this brand new L3 Support Engineer due to that growth.


Responsibilities:


  • Monitor and react to key infrastructure alarms, metrics, or security events.


  • Ticket ownership

  • Communication maintain excellent communications with all employees, clients and customers.
  • Configuration of various cloud telephony platforms (Teams Direct Routing, Zoom Phone, Cisco)
  • Enduser training of systems
  • Provide escalated support for BAU support teams.
  • Ensure configuration is documented and knowledge is transferred to wider engineering and support teams.
  • Provide escalated support for BAU support teams.
  • Identify risks in infrastructure and report to Engineering function
  • Carry out changes in line with process and customer and/or companies requirements
  • Health & Safety ensure all activities are undertaken in accordance with the Company's Health and Safety Policy.
  • Standards ensure the Company's operations and functions are undertaken in accordance with the approved procedures, processes or Company standards and any improvements are identified.
  • Undertake any reasonable request to assist the Company meet internal and external expectations.

Required:
Experience in deploying PBX and hosted telephony systems Telephony, understanding of the concept Troubleshooting/root cause analysis IP networks and data networks knowledge and debugging SIP knowledge (protocols) understanding SIP codecs

Teams Direct Routing experience Firewall understanding, role in networks

High standard of written and verbal communication

High levels of attention to detail Developed planning and prioritisation skills

Expert customer service skills - a positive approach

Experience in producing documentation and knowledge sharing

Proactive approach to solutions:
a common-sense approach

Passion for technology

Takes pride in brilliant work

Professionalism

Efficient time management


Ideally:
Session Border Controller experience (SBC)

Broadworks exposure

Wireshark debugging

VoIPMonitor, Homer, OCM or similar

ITIL Framework exposure

Zoom Phone experience

Appropriate telephony accreditations (School of SIP, MS700 etc.)


The L3 Senior Support Engineer will undertake deliverables as part of multiple concurrent support tasks of varying size and complexity alongside operational duties with varying priorities.

This role involves being the senior technical escalation within theoperational team.
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