Collaboration Consultant

2 weeks ago

London, United Kingdom IT Talent Solutions Ltd Full time

Collaboration Consultant required for a FULLY REMOTE role paying approx. £55k - £60k

You will deliver support, and proactive support and maintenance services to clients across multiple sectors. You will form an essential part of the support team and will be responsible for ensuring that support services are delivered to customers in a mannerthat abides by agreed Service Level Agreements.

**Essential Experience Required**
- 2 years’ relevant experience in a similar role is preferred.
- Experience working with the following is desirable;
- Cisco Call Manager, Unity & IM&P.
- Expressways E’s and C’s, Cisco MRA.
- SIP Protocols and Gateways.
- Raising and overseeing 3rd party support cases.
- Network knowledge related to Cisco Collaboration.
- Call routing and fault investigation of logs and SIP traces - with an understanding of how this works.

**Desirable Experience Required**
- Unified Contact Centre Express.
- Packaged Contact Center Enterprise.
- Tiger Billing.
- Redbox or Eleveo Call Recording.
- Enghouse ARC Console.
- Webex Calling with Dubber.

**Responsibilities**
- Management and resolution of technical issues escalated by Tier 1 Engineering resource.
- Processing and managing the queue of support tickets within the IT Service Management tool.
- Correctly recording all logged incidents and service requests/requests for information.
- Timely escalation of technical issues to other functional teams withing the Support team.
- Deliver proactive and reactive incident and problem management activities across supported infrastructures.
- Providing technical support and guidance regarding a change to the existing infrastructure.
- Development and deployment of internal tools designed to enhance the delivery of the Service Portfolio.
- Management and coordination of vendor TAC to abide by agreed service levels.
- Abiding by ITIL aligned Service Management processes to ensure customers are managed in a consistent manner and in line with Customer Service standards.
- Proactively building close and constructive work relationships with customers.
- Identifying continual service improvement opportunities within existing customers and ensuring that these opportunities are highlighted, recorded and delivered within appropriate timescales.
- Incorporation into the Out-Of-Hours On-Call Rota for periodic escalations out of hours
- Understand the contractual and service level agreements (SLA) of individual clients.
- Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support all the company product range.
- Any other duties required for the role.

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