2nd/3rd Line UC Engineer
This is a very exciting opportunity for an individual with drive and a passion for technology! You will be joining our company in a time of exciting growth, where we continue to focus an invest in our team and its development.
About the job
Borehamwood, Hertfordshire
Permanent, Full-time
Monday to Friday: 37.5 hours per week
Start as soon as possible
We are looking for a passionate and self-motivated 2nd /3rd line UC Engineer to join us, as we continue our exciting growth. You will join our existing technical team and will be responsible for completing all technical projects, providing remote and onsite technical support services to customers. You will be handling requests raised by our ticketing system, calls, emails and other means, which must be managed through to resolution, to ensure maximum customer satisfaction. You may also be required to attend customer sites from a pre-sale, install, fault resolution and customer support perspective.
This is a very exciting opportunity for an individual with drive and a passion for technology! You will be joining our company in a time of exciting growth, where we continue to focus an invest in our team and its development.
Duties & Responsibilities
Elements of 1st through to 3rd line technical support
Complex tasks/faults resolution
Working closely with the Account Management team in pre-sales
Understand customer needs and recommend/build solutions that meet these needs
Project management of new system installations
Prioritise, progress and resolve technical queries and service requests assigned in accordance with standard and customer specific service level agreements
Remotely support Hosted systems, and on-premise PBX systems
Order and configure hardware (routers)
Provide remote and occasionally onsite implementation of network and infrastructure changes to support new business models
Book analogue line and broadband/ethernet installations/migrations
Skills and Experience required as a 2nd/3rd Line UC Engineer
Minimum 2 years’ experience working in a similar role
Strong technical understanding and a good understanding of networks with experience with networking equipment
Proficient in the connection and PBX programming of external network provided services such as PSTN/ISDN2/30/SIP/VoIP and able to converse with network providers and clients in relation to faults and rectification, router configuration as required.
Experience of unified communications products and solutions, including connectivity such as MPLS, DSL, FTTP, FTTC, Ethernet
Have a good level knowledge of IP networking, including IP Addressing, Routing, DHCP, SIP trunking and using Wireshark
You will have knowledge of and be able to configure Security Devices such as FortiGate, Cisco ASA.
Previous experience providing network troubleshooting telephone support to customers
Excellent communication and organisational skills
Ability to work well under pressure in a fast-paced environment
Positive team participation as well as being able to work independently
Problem-solving skills
Previous experience working in cloud based contact centre environment is desirable but not essential
Benefits
We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.
Read more about our employee commitment on our careers page, and find some of our benefits here:
- 22 days annual leave entitlement (Increase on years’ service up to 29)
- Additional day off for your Birthday
- Private Health Insurance with discounted perks;
- Bupa Dental Plan
- Eye care contribution
- Pension scheme
- Staff Incentives and recognition
- Buy/Sell back holiday scheme
Apply now for success
2nd/3rd Line Engineer
do you want to join the Redsquid team as a 2nd/3rd line UC engineer?
At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and furthermore Voice solutions.
We are here to improve our customers businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs.
Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers!
