Job Ref: 213847227

Date: 2021-05-27 11:08:18

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We currently have an exciting opportunity available for a Cloud Support Engineer to join the team based in High Wycombe. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary, of £27,000 per annum.

At Olive, a part of the Onecom Group, we’ve built a diverse, market-leading team of passionate, enthusiastic and independent thinkers. We are unified by a deeply-held passion for our customers’ experience, pride in our brand and an exceptional workplace culture. This is our way: We collaborate, we care about each other, we love what we do, and we want people to join us who share our passion. Sound like you? Read on…

As a Cloud Support Engineer, you will be a key point of contact for our converged customers with cloud-based IP telephony solutions. You will work in a dynamic and highly focussed team. You will be principally responsible for undertaking technical change requests and troubleshooting and resolving simple to medium complexity technical issues, liaising when required with our principal engineers and partners who provide more in-depth technical support.

This is a busy role with demanding clients and challenging SLA’s to meet. You need to be strong-willed, resilient and able to adapt and refocus quickly. We’re incredibly energetic, move at pace and priorities can change.  The one certainty is that you’ll need to roll your sleeves up: this is a hands-on role.

Responsibilities as our Cloud Support Engineer:

– Monitor Incidents to ensure that the appropriate action is being taken to meet SLA

– Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information

– Contact third party suppliers to log support calls, get updates on open support calls or request technical support

– Use your technical skills to assess and troubleshoot incidents, determining where the issues lie, and then working to resolve these issues

– Use your technical skills to carry out updates and changes requested by our customers on our cloud voice platforms

– Liaise with internal departments, vendors and suppliers where required

– Assisting in internal and external customer report generation

– Assist with ad hoc tasks relating to implementation projects, support projects or support administration

– Join major incident calls with customers and SDM providing technical updates where required

– Assist with ad hoc tasks relating to implementation projects, support projects or support administration

– Regularly update open tickets in our incident management platform with up to date and clear information

– Update customer specific documentation where required

– Ad-hoc duties as required

– Able to work out of hours as part of an on-call rota and as required by the role

What you’ll need to succeed as our Cloud Support Engineer:

– At least three years’ experience in a relevant technical role

– Experience in the support of VoIP infrastructure technologies and VoIP protocols

– At least two years’ experience supporting Mitel’s products including MiVoice Business, MiCollab, MiCC contact centre, IVR, ACD desirable or alternative vendor such as Avaya or Cisco Voice

– At least three years’ experience dealing with customers, over the phone, via email or face to face

– Knowledge of IP Protocols / Networking including LAN / WAN / switches and routers

– Knowledge of SIP

– ITIL Foundation (desirable)

If you’re looking for a new challenge and would like to be considered as our Cloud Support Engineer, please click apply now! We’d love to hear from you

Apply Now