Company:
Peaple Talent
Location: Bristol
Closing Date: 02/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title : Senior IT/Telecoms Support Engineer
Location : Bristol / Hybrid
Salary : £28,000 - £32,000
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
Peaple talent are looking for a Senior IT/Telecoms Support Engineer to join a dynamic and customer-focused support operations team. In this role, you will support various partner platform technologies that transform how our customers engage with their end-users and employees to deliver a great experience.
Key Responsibilities :
• Serve as a technical expert in the core partner platforms, providing coaching and advice to Support Apprentices and Engineers.
• Offer best practice recommendations and answer technical questions from customers, enabling them to maximize their solutions.
• Troubleshoot and resolve incidents on various hosted service platforms to support their customers.
• Escalate customer service incidents to partner channels while maintaining key SLAs.
• Attend Customer and Partner review meetings and deputise for the Head of Support when required.
• Scope and configure further enhancements to deployed solutions for customers.
• Work with CXi, Zendesk, Amazon, and Shared Services Practices to deploy customer solutions when required.
• Develop and deliver training on core partner platforms to customers.
• Configure and maintain internal IT systems, staff laptops, and peripheral equipment.
Requirements :
• Customer-focused with a proven track record in providing excellent customer service.
• Excellent written and spoken English, with experience in managing senior/executive customer stakeholders.
• Formal certification and a minimum of two years of experience with Zendesk or NICE Cxone platforms OR equivalent experience in an IT 1st or 2nd line Support role, ideally in an ITIL operations environment.
• Experience supporting Azure, AWS, or Office 365 instances.
• Knowledge and experience in managing hosted/cloud-based technologies.
• Strong understanding of the telecommunications industry and technical deployments.
Additional Information :
• Location: Bristol office with 3 days onsite and 2 days working from home (08:30-17:30).
• On-call rota: Included in the team’s on-call schedule, likely to be 1 week in 6.
• The successful candidate must meet Government SC clearance requirements.
• Training on a wide range of Partner technologies is provided.
If this role interests you, please apply below!
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