2nd Line Engineer

A passionate, self-motivated Unified Communications 2nd Line Engineer is required to join one of the UK’s leading independent solutions provider.

About the job

Borehamwood, Hertfordshire
Permanent, Full-time
Monday to Friday: 37.5 hours per week
Start as soon as possible

This is a superb opportunity for an individual who enjoys everything about solution providing. Not only is this a rewarding role where you can help others on a day to day basis; but you will also be working for a company who are continuing to expand and reward their staff well. This results both in terms of incentives and training, along with the chance of progress in your career with us.

As a Unified Communications Engineer, you are the first point of contact for our customers. Consequently you will be handling a high volume of telephone, email and furthermore live chat enquiries. First of all this is where you will be delivering exceptional customer service that exceeds all expectations.
You will also spend time at customer sites from a pre-sale, install, fault resolution and customer support perspective.

Moreover you will be responsible for providing business support to a portfolio of accounts. You will be building close working relationships with our customers, as well as ensuring maximum customer satisfaction, opportunity for growth and finally customer retention.

Duties & Responsibilities

Dealing with customer and technical queries over the phone, email and via our web chat to ensure 100% customer satisfaction
Complex tasks and faults resolution
Working closely with the Account Management team
Understand customer needs and recommend and thereafter build solutions that meet these needs
Project management of new system installations
Ensuring all communication is recorded and activities updated on the CRM system
Building strong and enduring personal relationships with customers
Liaise with third parties
Work to service level agreements
Escalating customer complaints
Be the main point of contact for Vodafone on behalf of the UC technical team
Run line tests and also remote diagnostics
Configure Horizon, Cloud5, One Net systems, Samsung and additionally Panasonic platforms
Order and configure hardware such as routers
Horizon site surveys
Provide remote and onsite implementation of network and infrastructure changes to support new business models
On site customer meetings
Provision fixed line products
Book analogue line and broadband & ethernet installation as well as migrations
Produce service agreements
Set-up and deployment of MDM products

Skills and Experience required as a 2nd Line Engineer

Minimum 2 years’ of experience working in a similar role
Previous experience in delivering an outstanding customer service
Excellent organisational skills
Excellent communication and listening skills
Ability to work in a fast-paced environment
Positive team participation as well as being able to work independently
Problem-solving skills
Ability to handle multiple tasks and relationships
High detail-oriented and motivated

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:

24 days annual leave entitlement (Increase on years’ service up to 30)
Additional day off for your Birthday
Private Health Insurance with discounted perks; (such as gym membership, cinema tickets, flight and hotels)
Bupa Dental Plan
Eye care contribution
Pension scheme
Staff Incentives and recognition

Apply now for success