• Business
  • People
  • Advantages
  • Key Points
  • Apprenticeships
Search Jobs
  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham
    Job ID: 163705
    Company: SCC

    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 !
    At SCC, we take the privacy and security of your information very seriously, any information we hold will be in accordance with current data protection legislation.
    Upon submitting your application SCC will process your information in line with our privacy policy which can be found on the SCC Careers website under ‘Recruitment Privacy Policy’.