Role: Managed Service Desk Engineer (T1)
Location: Whiteley
Salary: £25,000
Hours: Mon - Fri shift pattern between 7:30am and 6:00pm (37.5 hours per week)
As a Managed Service Desk Engineer (T1), you will be the primary point of contact for our customers utilising cloud-based IP telephony solutions. Your responsibilities will include managing technical change requests, troubleshooting and resolving technical issues, and liaising with senior engineers and partners for more complex matters.
Key Responsibilities:
1. Monitor incidents and ensure timely resolution within agreed service level agreements (SLAs).
2. Provide regular updates to customers on the progress of support calls.
3. Coordinate with third-party suppliers for support requests.
4. Utilise technical skills to assess, troubleshoot, and resolve technical issues.
5. Implement customer-requested updates and changes on our cloud voice platforms.
6. Contribute to internal and external customer reporting.
7. Assist with ad hoc tasks related to implementation, support projects, and administration.
8. Participate in major incident calls, providing technical updates as needed.
9. Maintain up-to-date and clear information in our incident management platform.
10. Update customer-specific documentation when necessary.