Technical Support - PBX / VOIP - Manchester - Manchester

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Technical Support - PBX / VoIP

Job Title: Service Desk Engineer

Location: Manchester, limited UK travel

Salary: £25,000 - £35,000 (depending on experience)

Essential product Knowledge: PBX / VoIP / Hosted Telephony

Our client is an award winning provider of business communications, delivering solutions that ensure measurable improvements and operational benefits to their customers.

The company has ambitious plans for continuous improvement and further growth. There is now a requirement for a Technical Support Engineer to join their team based in Manchester. It is essential for this role that you have worked in an office based Support role for a Telecommunications company and have experience on supporting remotely PBX, VoIP, Unified Communications or Hosted Telephony Solutions, The purpose of this role is to provide technical support and client service to over 2000 clients ranging from small to large enterprise organisations.

Key Responsibilities / Accountabilities:

*Provide technical support to a wide ranging Client base for VoIP and associated software applications.

*Communicate and update Clients of their service request status.

*Listen and understand the Client issues.

*Troubleshoot, fault diagnosis and root cause analysis.

*Work with 3rd party providers as and when required. Dealing with queries relating to the company's services. Referring any queries if necessary to the relevant team and member of staff and updating the customer promptly.

*Dealing promptly with any faults which have been delayed, escalating where necessary.

Essential Criteria

*Trouble shooting and fault diagnostics

*Telecommunications industry experience

*Ability to work effectively under pressure and within strict deadlines

*Ability to prioritise own workload and balance conflicting demands

*Able to maintain accurate records

Ideal Technical background

*Expereince in Technical support PBX / UC systems e.g. Mitel / Avaya / NEC / Splicecom / ShoreTel

*Strong LAN/WAN skills

*SIP experience

*Contact Centre Experience