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1st Line Support Engineer (UC)

1st Line Support Engineer (UC)

Posted 9 September by Neoci

Our client is looking for a VoIP Support Technician to join their exciting Unified Communications business in North London. The Support Desk operates in the UK and supports customers and partners.

***You must have experience of working with VoIP/Hosted telephony***

Main Job Purpose

As well as providing 1st/2nd line support you will be involved with projects assisting and supporting various other business units

Duties and Responsibilities

  • Receive and record details of customer problems
  • Keep customers informed of their call request status and progress
  • Escalate more technical incidents, problems and tasks as appropriate
  • Provision equipment for users following the equipment request process
  • Liaise with third party suppliers to resolve issues and requests from the group

Desired skills

  • Experience in a customer service role/previous support desk 1st/2nd line support role
  • Internet connectivity troubleshooting
  • Remote Control Software/VPN

Personal Skills

  • A genuine interest in information technology issues and trends
  • Ability to speak clearly and confidently over the phone to customers
  • Excellent written and verbal communication skills
  • The ability to take ownership of a problem and ensure its resolution
  • Experience of being a collaborative team worker and willing to share knowledge
  • Ability to troubleshoot and remain calm under pressure
  • A passion to pursue independent study and progress within the company
  • Applications will be considered on experience and professional experience, as well as any education or professional qualifications.

Required skills

  • SIP
  • Technical Support
  • VoIP
  • 1st Line
  • Unified Communications

Reference: 43990710

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