Voice and Business Support Engineer - Full Time

Purpose

Team members aid in achieving team goals as set out by the Technical Services Manager and contribute to the success of the overall Group’s business objectives.  Roles in this group are responsible for carrying out the day to day duties within their teams to achieve their departmental objectives.  They must carry out any reasonable requests made by their Manager or Senior Management to attain business continuity and success.

The role of the Voice and Business Support Engineer is to handle business customer and partner support requests, provision new services and/or solutions to our business customers allocated by the service delivery manager. The successful candidate will also maintain and develop the Wi-Manx voice platform and build, deploy and support our hosted telephony services to our business customers.

Key Responsibilities

General: 

  • Adhere to the Health and Safety Policy
  • Ensuring you have the appropriate resources including the skills and abilities to deliver your responsibilities
  • Manage yourself to ensure that activities are completed to achieve role KPI’s
  • Ensuring that your administration tasks are completed in a timely manner
  • Ensuring that all calls are answered and handled in a polite, professional and courteous manner
  • Resolve or re-direct any general customer enquiry, ensuring the customer is responded to as quickly as possible
  • Maintain and develop the Wi-Manx Voice Network
  • Build, deploy and support our hosted telephony services
  • Complete adhoc business activities efficiently, accurately and on time
  • Ensure departmental documents and processes are followed to ISO standards
  • Ensure that you follow the company HR process e.g sickness, holidays and expenses
  • Actively build positive relationships with customers, suppliers and colleagues

Customer Service:

  • Actively manage the business support queue(s) dealing with all customers requests within SLA’s. Where tickets cannot be resolved at first touch ensure the correct engineer is allocated the ticket to respond
  • Actively and professionally support end customers and resellers through the resolution of Support cases relating to Wi-Manx services
  • Provide exceptional technical support to customers through telephone, e-mail and ticket system
  • Create a record of each customer problem in the support system and administer the process keeping an audit trail of activity
  • Respond to all customer support requests in accordance with Support SLA’s
  • Direct customers to the Knowledge Base to improve their ability in solving future problems themselves
  • Write or contribute to Knowledge Base articles in order to maximise the effectiveness of the resource for customers
  • Work within agreed support hours to maintain cover as published
  • Identify problems that need to be escalated to the next level of support
  • Develop an in-depth knowledge of our products and services
  • Participate in the on call rota completing at least 1 week per calendar month on 24/7 duties

KPI’s

The KPI’s are the measure of how well the key responsibilities are being performed.  They need to be easily measured against completion of tasks and their impact on the business as a whole.

  • 100% Telephone calls answered within SLA (3 minutes)
  • 100% Response to customer contact within SLA (30 minutes)
  • 100% Provisioning of new equipment within SLA
  • 100% Timekeeping for shift start and lunch breaks

Person Specification

Skills & Knowledge

Essential:

  • At least 2 years experience in a technical support role
  • An understanding of LAN or WAN networks, infrastructure and telecommunications
  • Basic understanding of WAN or LAN protocols
  • Some experience of TCP/IP
  • Some experience with SIP and hosted telephony products
  • Excellent written and verbal communication skills
  • Self-motivated, adaptable and a quick learner
  • The ability and willingness to learn new technologies as required by the business
  • A desire to exceed customer expectations
  • Excellent team player as well as the ability to work independently
  • Self-motivated, adaptable and quick leaner
  • The ability to remain calm under pressure
  • Excellent organisational skills and the ability to prioritise a workload as appropriate
  • Very high attention to detail

Desirable:

  • Experience / understanding of SIP, PBX and VoIP technologies
  • Understanding of Broadband / DSL technologies
  • Experience / understanding of basic Internet technologies such as routing , DNS, HTTP(s) etc
  • Configuration and troubleshooting of DSL based devices

Experience and Qualifications

Essential:

  • Minimum of 2 years working in a Technical support role
  • 5 GCSE’s at grade C or above including Maths and English

To apply, please send us your CV together with a cover letter to careers@elitecommsgroup.com with the job title as the subject line.