Technical Support/Telephony Engineer

Duties include:

Actively participate in the Service Desk operation, including logging all first and second line support calls in the service desk system whether received via telephone, e-mail or in person.

Monitor the target dates on behalf of the Technical Manager to ensure calls are completed in-line with our business’s SLA and ensuring customers are kept informed of progress.

Assist in the setup, support, upgrade and maintenance of all computer systems across the business to agreed performance standards and timescales at all offices.

Provide a system user administration service (e.g., setting up new users, changing access rights etc.) for all network operating, email and Internet systems, in line with our business’s policies.

Provide a full systems administration service for all business servers and PC operating software and hardware in conjunction with our business’s technical and network support contractors in accordance with agreed timescales, performance indicators and/or project plans.

Rollout and install new and replacement hardware and software for users as required and move and set up IT equipment during office moves.

Ensure timely resolution or escalation of helpdesk requests/incidents, communicating promptly on progress, and handling of customers professionally

Maintain a comprehensive inventory of IT equipment and ensure that redundant kit is disposed of correctly in line with the business’s security and environmental policies.

Provide advice, encourage and train where appropriate colleagues in relation to information technology.

Ensure all servers, system components and devices are patched to the schedule as defined within agreed operational procedures. Ensure each patching exercise is appropriately recorded.

Ensure IT Security is adhered to, in accordance with relevant IT policies.

Manage and maintain the VoIP Telephony solution across the business.

Complete and perform designs, implementations, configurations, and upgrades of Collaboration Solutions (Video Conference Units, VoIP and data networks).

Assist in the daily maintenance of video/audio, voice and data network infrastructure including LAN/WAN, and WiFi.

Demonstrate expert level knowledge of network topologies and conditions; developing design documents, ensure changes to network topologies are made with minimal down-time.

Manage video/audio, data/voice networking relationships and work with third parties to escalate issues when appropriate.

Review network topology to verify correct usage and redundancy, ensure systems

Provide technical guidance and support to other members of the team.

Troubleshoot environment VoIP and data networks.

Act as subject matter expert in Collaboration and be a trusted advisor to the customer base including all changes to IVR scripting, Configuration and upgrades as required to ensure the system remains fully operational.

Act as a liaison point for all telephony and mobile device enquiries across the business.

Participate in regular DR and BCP testing across the business for both the network and telephony infrastructures.

 

Please Note: This role is hybrid working; you will be required to be on the customer site 2-3 days per week in Prescott, Merseyside

 

Also to possess a driving license as you may be required to travel to other locations on occasion if required.

 

 

To apply to this role please call Joanne Stanley - Tel: 01675 468926 or email: joanne.stanley@certes.co.uk

 

Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds