Telephony Systems Engineer

We are SCC – Specialist Computer Centres – Europe's leading provider of IT services and solutions. Demand for our Data Centre services & Managed Services continues to grow both from existing and new customers creating a real career opportunity for a talented individual to join us at our Birmingham Centre as a Telephony Engineer.

Key Responsibilities

• Development and monitoring of daily operations metrics

• Work effectively with vendors to resolve issues, escalating issues with the vendor as needed.

• Resolve incidents assigned by the service desk within SLA.

• Taking ownership of improvements in both technology and processes

• Monitoring the estate for issues or anomalies and investigating these to resolution.

• Serve as a liaison between other technical staff, management, users and vendors regarding service requests, change management and other technical matters (including incident management)

• Manage the delivery of changes to the production environment

• Responsible for analysing and documenting the current estate, including keeping the documentation current as the estate changes

Risk & Compliance

• Maintain & monitor standards, controls, processes and solutions, to minimise business and IT risk

• Drive through identified Risks to closure including reporting of progress against each Risk relating to Messaging environment

• Ensure full compliance with all Group, Legal and Regulatory requirements and standards

• Full involvement during Internal / External Audit cycle that are carried out periodically

• Support remediation of Audit Actions working closely with internal teams as required

• Management Support

• Positive and proactive participation within the team and active collaboration with colleagues across SCC as appropriate

• Determined, can–do attitude

• Ability to work on own as well as part of a team

• Meticulous approach, effective written and oral communicator

• Proven telephony support and Contact Centre Support skills

• Ability to work in a fast paced, deadline intensive environment

• Excellent customer service and organisation skills

• Professional and presentable at all times

The ideal candidate will be self–motivated with a track record of working with a telephony and contact centre technology stack and an appreciation of support and service transition. Experience of working in a fast paced, dynamic environment with a can–do attitude and able to handle work with multiple customers and projects. Candidate must have experience of working in a large multi–client solution provider with a rapidly expanding customer base.

Skills

Essential:

• Strong background with core telephony technologies in large–scale deployments.

• Minimum 3 years' experience providing support to enterprise level clients.

• Good working knowledge and experience in an Avaya environment, Knowledge of CM6 or later.

• Ability to troubleshoot complex, technical, multi–site and multi–disciplinary problems and incidents

• Ability to work under pressure and to tight deadlines

• Strong background with Telephony SIP and VOIP networking / communications (Media Gateways, SBCs etc including Contact Centre Technology.

Desirable:

• Appropriate certifications in core technology platforms (Avaya)

• Experience of Contact Centre environments including design, troubleshooting and support.

• ITIL qualification or awareness of the ITIL processes

• Experience of working in a multi–client solutions provider

Interested ?

Then click the response button now !

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