WFO Technical Support Specialist

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FINTEC recruit are looking for a WFO Technical Support Specialist for our leading client in the telecommunications sector. This is a permanent role based in Glasgow with a salary up to £43,000 on offer based on experience.

Role and Responsibilities:

* Provide a high quality remote support service for contact centre solutions

* Ongoing development of customer solutions and monitoring systems

* Advanced 2nd and 3rd line support for incidents and service requests

* Provide input into continual support service improvement and development

* Understand and meet customer expectations of service and maintain CSAT

* Update and compose technical documentation

* Implement, upgrade and install systems

The WFO Technical Support Specialist will be technically advanced in WFO/Avaya solutions and be able to act as a technical authority in one or more products. In addition you will need -

* Avaya/WFO accreditations

* Previous experience of 2nd/3rd line support in a customer focused environment

* Capability in WFO support environments for bespoke or 3rd party applications

* Knowledge and understanding of ITIL- especially problem, change and incident management processes

* Technical knowledge of Operating Systems (Linux/Windows), Databases (MSSQL/PostgreSQL), Web Technologies (IIS/Tomcat) and network fundamentals (TCP/IP)

A MSCE or CCNA certification would be advantageous as would experience with, Storage Area Networks (SAN), SQL database administration, encryption standards and managing hosted solutions.

The ideal candidate for the WFO Technical Support Specialist role will have excellent presentation skills, and the ability to influence and explain complex issues clearly at all levels with good written and spoken English.

Please click on apply or forward your CV to our recruitment team and quote reference FT1760. Applicants must have the right to work in the UK and will be subject to a vetting procedure after an offer of employment.

FINTEC recruit specialise in Engineering, Technical and Business Support roles for permanent and contract positions, UK and International.