Tier 2 Technical Support (Shift Engineer)

Technical Support

·          Resolving customer problems both directly from customers and through technical escalation.

·          Implementing fixes and solutions where appropriate, either via discussing directly with the customer, via email, remote access or onsite.

·          Liaising directly with customers therefore requiring excellent communication skills.

·          To develop good working relationship with internal office staff and field based engineers.

·          To provide a remote fault resolution service, working as a team or working individually when required.

·          To assist other Technical staff and engineers involved in projects, and to work with management in the assignment of technical tasks where required.

·          To be able to provide full customer direction on the installed product.

·          To be able to provide clear and concise documentation of completed work.

·          To be able to liaise with Tier 3 technical support to provide solutions to rectify problematic faults.

·          To work closely with administration team to ensure accurate recording of all engineering activities.

·          To work closely with other engineers to continually pursue self-development through in house training and to assist in the development and training of other engineers.

·          To carry out MAC work when presented from the internal sales team.

·          To be committed to working as part of an effective team within the Engineering Operations department.

·          To maintain the highest standard of professional conduct at all times with customers and colleagues.

·          To be committed to the principles and practice of continuous professional development and to undertake additional training to meet individual and organisational needs.

·          To follow Health & Safety procedures set out by the Company in order to ensure the safety of you, your colleagues and others and adhere to Health and Safety Policy of location.

·          Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.

Periodically review Allvotec Security Policies – centrally hosted on the Intranet – to ensure full compliance with current legal, regulatory and company requirements.

·          If you are a Manager of staff, you must ensure:

Ø  your team are aware of their security responsibilities & know how to access Allvotec Security Policies hosted on the Intranet;

Ø  the principles listed with the Security Policy Statement document are embedded within the operations of your team.

·         Carry out any ‘ad hoc’ assignments as and when required.

·          To be compliant with health and safety company policy and legislation.

·          To undertake any other tasks and responsibilities as required and appropriate to the level of this post.

Acting as an ambassador to position the company’s reputation as a leading and respected employer.

·          Extensive experience in the telecommunications/IT industry.

·          To have excellent analytical skills.

·          Flexible.

·          Must be able to work on own initiative.

·          In depth knowledge of multiple communication platforms including but not limited to;

o    Avaya Red (ACM, IP Office).

o    Avaya Blue (CS1K, Options).

o    Applications knowledge for platforms an advantage.

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