Telecommunications Support Engineer

4 weeks ago

Prescot, Knowsley, United Kingdom Certes Full time

Job Overview

We are seeking a Telecommunications Support Engineer to deliver first and second line assistance to users facing challenges related to network operations, telephony systems, hardware, or business applications.

Role Summary:

The ideal candidate will collaborate with users to troubleshoot issues and, when necessary, coordinate with colleagues and external partners to resolve them effectively.

This position also involves providing support for Microsoft Office 365 and related Microsoft services, Remote Desktop Services, personal computers, printers, laptops, mobile devices, and network equipment. Additionally, you will manage and maintain the corporate telephony system and participate in the design, implementation, configuration, and enhancement of Collaboration Solutions, including Video, VoIP, and data networks.

Required Skills and Experience:

The successful Telecommunications Support Engineer will have prior experience in IT service delivery and providing 2nd/3rd line technical support.

A solid understanding of system administration and user support for various technologies, including Microsoft Exchange, routing and switching, telephony and IP technologies, wireless networking, Office 365 services, Microsoft Windows Server 2016/2022, Active Directory, Azure AD, and Entra AD, Microsoft SQL Server, IT Service Desk systems, Call Manager Solutions, IVR scripting languages, Linux operating systems, and vulnerability remediation is essential.

Familiarity with firewall management, configuration, and virtual private networks is also required.

Candidates should have experience using Service Desk applications and possess excellent troubleshooting and problem-solving abilities.

You must be capable of completing tasks within established timelines according to service standards and priorities, demonstrating a commitment to delivering outstanding IT service and exceptional customer support.

Desirable Skills:

Knowledge of system administration and user support for technologies such as storage area networks (including iSCSI), virtual server infrastructures, printing solutions, mobile devices (Android and Apple), IT disaster recovery techniques, information security, and intrusion prevention is advantageous.

Key Responsibilities:

- Actively engage in the Service Desk operations, ensuring all first and second line support requests are logged accurately.

- Monitor progress on support requests to ensure they are resolved in line with service level agreements.

- Assist in the setup, support, upgrade, and maintenance of computer systems across various locations.

- Provide user administration services, including setting up new users and managing access rights.

- Ensure all servers and system components are maintained according to operational procedures and that patching is recorded.

- Maintain a comprehensive inventory of IT equipment and ensure proper disposal of redundant items in accordance with security and environmental policies.

- Offer guidance and training to colleagues regarding information technology.

- Manage and maintain the VoIP telephony solution across the organization.

- Participate in regular testing for disaster recovery and business continuity plans.

Note: This role involves hybrid working arrangements, requiring on-site presence for part of the week.

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