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  • Job Type: Permanent
    Categories: IT Jobs, Technical Jobs
    Location: Birmingham
    Job ID: 90420
    Company: SCC

    Role Description
    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 Senior Telephony 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 Senior 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

     

    Attributes of Successful Candidate
    ·         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 skills

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

    ·         Excellent customer service and organisation skills

    ·         Professional and presentable at all times

    Skills Knowledge & Experience

    The ideal candidate will be self-motivated with a track record of working with a telephony 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).

     

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    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