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Senior Service Desk Engineer in Sidcup at TalentSpa

Date Posted: 12/6/2018

Job Snapshot

Job Description

Senior Service Desk Engineer
Sidcup
Competitive Salary

37.5 hrs pcw. Shifts within 08:00hrs to 17:30hrs. Out of Hours Cover with occasional Out of Hours work required

Our client aims to help their customers communicate more effectively, increase their business efficiency, and create an infrastructure to support their organisational growth.

Their reputation is built on professionalism, industry expertise and our dedication to customer excellence. After a sustained growth, an exciting opportunity has arisen for a Tier II Service Desk Engineer to join their expanding team. This is a wonderful opportunity to join a growing telecoms business with ambitions plans.

The Senior Service Desk Engineer Role
In this role you will support our customer base with fault management, moves, adds and changes to their communications setup.

Duties & responsibilities:


  • Developing advanced skills in IT and telephony including PBX, networking and hosted solutions
  • Providing technical guidance to colleagues and other teams
  • Advanced fault identification
  • Working on and resolving Tier I and II tickets, escalation management and co-ordination
  • Updating customers during any support case
  • Providing guidance to our customers, understanding and collating their requirements
  • SIP provisioning on Broadworks Platform
  • Limit incoming SIP dial plans to prevent SIP destination modifications
  • Block remote access/outbound calls via voicemail ports
  • Maintenance of networking equipment
  • Programming routers ready for our customers
  • Installation and maintenance of Call Management & Recording Applications per customer contract and in line with requirements
  • Basic Firewall configuration
  • Analysing and interpreting data and information to inform your role
  • Working to PCG CRM best practices ensuring all appropriate content is captured right first time
  • Work to PCG quality standards and best practice recommendations
  • Working to tight timescales as part of a high-performing team
  • Any other work as assigned by manger
  • Work within the guidelines of the Premier Choice Group Employee Handbook
  • Follow health and safety guidelines at all times and complete a Risk and method statement on all visits.

Requirements for the Senior Service Desk Engineer Role

Minimum level of Education:


  • Educated to GCSE and ‘A’ Level standards

Competencies and skills required:


  • Solid experience of working on a Telecoms and/or IT Service Desk
  • Excellent communication skills – clear, simple and in plain English

Good analytical skills


  • Team working
  • Problem solving
  • A great phone manner
  • Proficient in Microsoft office programs excel, outlook, word

Technical skills required:


  • Strong understanding of Networks and Telephony
  • Strong skills in networking, SIP, DHCP, DSL, FTTC and an understanding of leased and EFM Ccts
  • Strong experience of working with WLR Products, ISDN and PSTN
  • Good IT knowledge
  • Solid PBX knowledge, an understanding of Panasonic systems would be an advantage
  • Good understanding of Call Recording & Logging

If you feel you are suitable for their Senior Service Desk Engineer position, please apply now.