1st Line Unified Communications Engineer

6 days ago

Cardiff, United Kingdom CV-Library Full time

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Position Overview:

Your role as a 1st lineSupport Engineer will support existing support team in contacting direct customers and channel partners.

This is a shift role, working 2 xday shifts 08:00-20:00 followed by2 x night shifts 20:00-08:00 followed by4 days off.

You will need to be eligible for SC clearance to meet the minimum requirements for this role.

Your responsibilities:

As a 1st LineSupport Engineer you will be responsible for answering first line phone calls and responding to tickets for support within agreed SLAs. This will include ticket logging, monitoring alerts, undertaking first line fixes, directing calls to 2nd and 3rd line support as required.

We're looking for somebody who is IT literate with foundational knowledge of support/service desk or helpdesk background looking to specialise.

We'll provide full training with career development plans to progress into 2nd/3rd line unified communication roles. This is a great opportunity for a positive, motivated and ambitious individual.

Qualifications & Experience:
Prior support desk experience · ITIL exposure (Specifically incident, problem and change)
Experience working in a team-oriented, collaborative environment.
Exceptional customer service orientation.
Knowledge of basic computer hardware and software.
Proven experience with windows operating systems.
Basic understanding of networking.
Experience handling incidents and service requests within SLAs.
Keeping calm under pressure and maintaining excellent communication with stakeholders at all levels
Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Exceptional written and oral communication skills.
Ability to absorb and retain information quickly.
Highly self-motivated with a keen attention to detail.
Proven analytical and problem-solving abilities.
Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
Excellent time and workload management skills with focus on attention to detail · Strong organisational skills, ability to manage multiple priorities
Strong administration skills This is a remote-first hybrid role. See here Hybrid Working - Advania UK for details about our hybrid workstyle.

 #LI-Hybrid

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form

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