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Systems Installation - Telecoms Support Engineer
Location: Carlisle
Department: Service Delivery
Contract type: Permanent
Hours: 37.5
Salary: £25,000 - £35,000 doe

What's my mission?

Working as our Systems Installation Engineer, no one day will be the same, but some of the main duties as the primary contact for our customers with complex technical needs will be:

Designing, installing, & maintaining the overall performance of the voice network, including analogue, digital, VoIP, and line configurations and installations, voice mail and IVR, reporting, voice gateways, IP call processing equipment, contact centre/ACD equipment
Processing service requests for telephony and network related service; supporting moves, adds and changes; resolving issues with telecommunications vendors and vendor installation assistance
Troubleshooting, maintaining, upgrading, and providing solutions to voice quality issues and call routing problems and other complex hardware/software problems.
Collaborating with end users, vendors, and other technical staff members on the identification, isolation and correction of problems as well as enhancements in the voice networks and systems
You will be one of the voice technical resource and subject matter expert for the resolution of moderate to complex voice, voice mail, contact centre and call accounting issues, and will support junior engineers with any complicated cases.
Who will I be working with?

You will be joining a fantastic people focused, values led business, who has just achieved a Two Star Accreditation from Best Companies, meaning we have "Outstanding Levels" of Employee Engagement. We’ve have also officially been recognised as one of the Best Small Companies To Work For In The UK in 2021, and have plans for even bigger things in the coming years. Our business is growing rapidly and 2021 will be very busy. There has never been a better time to join us!

You will be working with a small and friendly Service Delivery team, working closely with our Account Managers and liaising with Support Engineers within our Stafford Office.
This is a remote working role and the majority of your work will involve assisting our customers who are based within Wales and the surrounding areas
You will also work closely with our Technical Product Manager on strategic solutions, including R&D for new and existing products
You will be assisting our customers, predominantly onsite, but you will also be confident at verbal and email communication in order to provide remote assistance when required.
What do I need?

As you will be working within a team environment and speaking to customers on a daily basis, then your communication and customer service skills must be very strong. A good work ethic and level of professionalism and a desire to develop your skills will also be required. You will pride yourself of delivering outstanding customer service to all of our customers. You will be working autonomously and therefore will need a high degree of organisation skills.

To excel in this role you will need:

Previous experience in a hands-on role supporting / installing IP telephony systems
Be able to troubleshoot and understand connectivity issues
Be an excellent problem solver with strong analytical skills
Good working knowledge of IP Networking and troubleshooting
Experience of dealing with Routers, Firewalls and network configuration
Experience of troubleshooting/resolving data related issues
Not to be greedy….but it would be an added bonus if you had the following Skills and experience:

2 years’ experience working with Splicecom and Avaya systems (or similar)
Experience with VMware and SUSE Linux
Experience of configuration and management of Draytek products
Understanding of SIP packets
Detailed understanding of Subnetting and VLANS
Experience with Linux and MySQL databases
You will need a full UK Driving License with access to your own vehicle, as this role will be 70% off site working with our customers. A car allowance will be provided.

We work hard and we play hard – just a few of our Benefits include:

25 days holiday, plus UK Bank Holidays
An additional day off to celebrate your birthday.
Life insurance.
Group Income Protection.
EAP – 24-hour support to help with all of life’s challenges.
Like us, you will have a passion for continuous development and development opportunities will always be available to you.

This is a fantastic opportunity to join a growing company who would offer further training and development opportunities to the right individual. Interested? Please apply with your CV and covering letter and we'll be in touch!

REF-(phone number removed)