– to identify, rectify and escalate if necessary, all faults on all supported systems. Ensure incident management systems are continuously updated.  

– To supervise/implement all assigned duties (service/MAC/Installation) Ensure the correct materials and the agreed timescales are adhered to. Ensuring that good working practices are maintained at all times.  

– To liaise with customer contacts regarding planned work and fault rectification. Keeping both the service desk/line manager and customer fully informed of status of work/fault.  

– To provide technical support and assistance to colleagues as required.  

– To provide 24 hour call out support when required.(As part of a roster)  

 

 

Key Duties – Project Implementation  

 

1.  Ensure that assigned projects are completed within agreed timescales.  

2.  Ensure that issues are promptly raised to customer/management as required.  

3.  Liaise with customer regarding planned and actual work. Ensure that the customer is aware at all times of requirements, delivery dates and installation dates.  

4.  Ensure that company procedures are adhered to and all documentation is completed accurately and in a timely manner.

5.  Provide clear and concise reports and documentation.  

 

General Duties –  

6.  Any ad-hoc request from immediate supervisor or management.

7.  Other duties as required of the position.  

8.  Work overtime as required to meet customer needs and project goals.  

9.  Be part of a shift roster for daily support.  

 

 

Skills / Qualifications required  

 

10.  Good knowledge on Voice products: PABX, Dealerboard, Voice Mail, Voice Recorders (NICE/Cybertech, etc).  

11.  Knowledge of Cisco products, VOIP protocols, SIP, QOS, HSRP and switching technologies. CCNA (or equivalent demonstrable skills/knowledge) essential.  

12.  Network Skills – Able to implement and troubleshoot VOIP networks.  

13.  Server knowledge of hardware and common OS platforms. Server+ or equivalent demonstrable knowledge and skill. OS related certifications such as Linux+ or MCSE are preferred.  

14.  Exposure to supporting the financial services industry.