2nd Line UC Engineer

4 weeks ago

Hampton, United States CareerBuilder Full time

Location: Hampton-in-Arden or Bristol Office

Tela is a rapidly expanding, employee-centric company that is constantly evolving and embracing the ever-changing technological landscape. We are passionate about innovation and believe that our team is our greatest asset. We are committed to providing our employees with the resources and support they need to succeed and thrive.
Key Objectives

The 2nd line Engineer will provide technical support for a variety of products and services, with the main focus of VoIP and fixed connectivity supplied to our customers.
Key Responsibilities

Remotely support and identify issues affecting customer systems and services, then perform 2nd line diagnosis with a view to resolution or further escalation
Provide an escalation route within the 1st line functions within the business
Resolution of full range of technical support issues
Effectively communicate with customers and within the company
Provide proactive monitoring and management of services to all customers
To be able to self-educate and attain industry standard, vendor and other recognise technical certifications to be able to fully deliver in the role
Be able to work autonomously and be trusted to provide professional support services to Tela Technologys customers
Liaise with customers to analyse, review, identify and develop relationships that meet/exceed customer needs
Contribute to highest levels of customer care, in line with Telas Values.
Ensure that all company processes, procedures, and standards are adhered to at all times
Provide support for core business products such as Xelion, Horizon, xDSL and other forms of connectivity
Working Hours:

This role is based in our Hampton in Arden head office (10 minutes from Solihull). The hours of work for this role are on a shift rotation of 08:30-17:00 or 09:00-17:30. In addition there is a requirement for out of hours on call as part of a team rota - OOH is paid in addition to the salary listed.
Experience & Knowledge:

The ideal candidate will have a minimum of two years experience providing UC/Networking solutions in a technical role to a high technical level. In addition, they will;
Be familiar with the primary functions of networking equipment, i.e. Routers, Switches, Firewalls and wide area communications.
Have awareness of some of the following vendor products; Cisco, Polycom, Linux, Yealink, Draytek, Juniper
Possess Strong knowledge of connectivity technologies (LAN/WAN/Wireless)
Experience in configuring and troubleshooting networking protocols
Have an excellent understanding of practical application of VLANs, switching, and routing
Have good working knowledge of Windows and Linux environments
Logical approach to fault-finding and commitment to see the job through working in ticketing system.
Ability to work as part of a team with a strong work ethic.
Willingness to learn new technologies using self-learning and dedicated training techniques.
Excellent interpersonal, written and verbal communications skills.
Working under pressure, multitasking between simultaneous projects and responding to deadlines.
Flexible, tenacious, highly self-motivated, and committed to achieving goals
Be able to work in a fast-paced environment and meet very tight deadlines, whilst remaining calm and focussed on the activities needed to complete the job
Operational experience of VoIP and PBX technologies in telecommunication environment is desirable
Achievements of IT industry recognised standard qualifications would be advantageous
Experience & Knowledge:

Smart, flexible, diligent and professional willing to work hard and have fun doing it
Excellent interpersonal, written and verbal communications skills
Ability to comprehend and understand network equipment, to fault find and identify the causes of problems
The ability to prioritise and adjust as situations change
Develops and maintains positive working relationships with colleagues and other team members both
within and outside the organisation
Demonstrates commitment to providing and maintaining a high quality of customer care, in line with Telas Values
Displays a desire and willingness to understand and address the needs of others.
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