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IT Support and Telephony Technician

2 months ago

Prescot, Knowsley, United Kingdom Certes Full time

Job Overview

We are seeking a dedicated Technical Support/Telephony Engineer to join our team at Certes. This role is essential for providing comprehensive support to users facing challenges with network operations, telephony systems, hardware, and business applications.

Key Responsibilities:

  1. Deliver first and second line support to users, addressing issues related to network and telephony systems.
  2. Collaborate with users to troubleshoot and resolve technical problems, coordinating with internal teams and external partners as necessary.
  3. Manage and maintain the corporate telephony solution, ensuring optimal performance across the organization.
  4. Support Microsoft Office 365 and various Microsoft services, along with Remote Desktop Services and other IT equipment.
  5. Engage in the design, implementation, configuration, and upgrade of Collaboration Solutions, including Video and VoIP technologies.

Essential Skills & Experience:

The ideal candidate will have a background in IT service delivery, specifically in providing 2nd and 3rd line technical support. Proficiency in the following areas is crucial:

  • System administration and user support for Microsoft Exchange, Routing and Switching, Telephony, and IP technologies.
  • Experience with Wireless Networking, Office 365, Microsoft Windows Server, Active Directory, and Azure AD.
  • Familiarity with IT Service Desk systems and Call Manager Solutions.
  • Strong troubleshooting abilities and problem-solving skills.
  • Commitment to delivering exceptional IT services and customer support.

Desirable Skills:

Knowledge in the following areas would be advantageous:

  • Storage Area Networks, Virtual Server Infrastructures, and IT Disaster Recovery techniques.
  • Information security practices and ITIL methodologies.

Additional Duties:

As part of your role, you will:

  1. Log all support requests in the service desk system, ensuring accurate tracking and resolution.
  2. Assist in the setup and maintenance of computer systems across various locations.
  3. Provide user administration services, managing access rights and user setups.
  4. Oversee the rollout of new hardware and software, ensuring timely installation and configuration.
  5. Maintain an inventory of IT equipment, ensuring proper disposal of outdated devices.

Work Environment:

This position offers a hybrid working model, requiring presence on-site for part of the week. A valid driving license is necessary for occasional travel to different locations.