IT Engineer

3 weeks ago

London, United Kingdom Exponential-e Full time

**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 Exponential-e 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 up-to-date
- 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 Exponential-e 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 all-round 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 self-starter

**Desirable knowledge and experience**:

- Knowledge of routers, switches and customer LAN environments
- Experience working on the Broadsoft platform
- Experience working with SIP trunking
- Experience working with Microsoft Teams Direct Routing and provisioning

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