2nd Line UC Engineer

4 weeks ago

Hampton, United States Tela Technology 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 Technology’s 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 Tela’s 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 Tela’s Values Displays a desire and willingness to understand and address the needs of others. What position are you interested in?

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