Fleet, Hampshire, United Kingdom

Salary:£45000 - £52500 per annum + 10% Bonus, 10% Accreditation (GBP - British Pound)
Date posted:06/01/2012
Job Type:Any
Company:Harvey Nash Plc

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We are looking for a Level 3 Unified Communications / Voice Engineer for our Managed Services client based in Fleet, Hampshire. Candidates will be dealing with the day to day technical support of Unified Communications products and will also help support Cisco Networks.Day to day requirements will be to:·Provide telephone and remote technical support on products to meet our customers expectations for quality technical support.·Troubleshoot incidents in order to restore service for a customer within defined SLAs.·Troubleshoot logged faults in order to accurately isolate to component level and reduce unnecessary costs associated with providing parts/engineer to site·Participate in the delivery of other managed services, this may involve tasks such as change implementation, change validation, problem or release management.·Manage communication and call logging with vendors or 3rd parties where necessary in order to resolve issues.·Monitor progress against customer SLAs using GSOA systems to ensure customer service levels are achieved.·Build solid working relationships with key customers and act as a designated engineer with the GSC for those customers.·Ensuring accuracy and detail in SR Work History for handover and post incident escalations / reviews.·Highlight errors/discrepancies in the customer data (CRM + Documentation)·Maintain and develop skills/certifications as required to support Clients.·Work according to the prescribed processes and procedures. Any deviation from the agreed service levels must be agreed with the customer and documented in the appropriate SR.·Document and share appropriate knowledge within the GSC to reduce duplication and increase productivity.·Form part of a 24x7 Standby Rota to support Clients and XXXXCandidates will have experience in implementing, installing, configuring and troubleshooting:·Cisco Unity ·Cisco Voice Gateways·Cisco CME, CUE, UCCX·VoIP protocols - H.323, OSPF, STP, LAN, IP, Multicast·Routing technologies - SMTP, DNS, SNMP, DHCPCandidates will be a minimum of CCVP qualified (CCIE prefereable)If you feel like this is a position that you have the relevant experience for, please apply.