We are looking for a Technical Support Engineer / VOIP Engineer to join their team. The role would be suitable for anyone with working knowledge of PBX / VOIP / SIP / VPN. You will act as the main point of contact for customer faults relating to the voice product portfolios providing break/fix and managed service activities. Configuration and provision of hosted telephony solutions (Call Flows, HG and Users) Configuration and proovision of SIP Trunking with associated numbering services, Configuration and provision of TDM to SIP equipment. Networking IT VOIP Support International support SIP testing
Min 2 years’ experience working as 3rd Line Support Engineer, Technical Support Engineer, VOIP Engineer, Telecoms Engineer or similar Must have working knowledge of PBX/VOIP/SIP/VPN ·Experience with DHCP/DNS/TS Windows Server (all versions) ·Huawei (AR RANGE), LAN/WAN routers/switches (SF 3xx/SG3xx)
·Providing technical support for telephony systems
·Experience in trouble shooting and configuring network related technology
·Experience of working in a client facing IT support environment
·Impeccable customer service.
·Customer-service oriented with a problem-solving attitude.
·Excellent troubleshooting and analysis skills.
·Excellent organisational and time management skills.
·Ability to give technical instructions to a non-technical audience.
·Excellent written and verbal communications skills.
As Technical Support Engineer / 3rd Line Support Engineer / VOIP Engineer / Telecoms Engineer, you will be responsible for:
·Ensuring the delivery of high-quality technical support with high levels of client satisfaction
·Ensuring customer service is timely and accurate
·Ensuring that customer expectations are met or exceeded
·Contributing to improving customer support by actively responding to queries and handling escalations
·Ensuring service is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements
·Triage, investigate and resolve requests, incidents and problems.