| Job Title: | 2nd Line IT & Telecoms Engineer |
| Department/Group: | Service Delivery |
| Reports To: | Service Desk Team Leader |
| Location: | Office Based with requirement to go to site when needed |
| Position Type: | Full Time, Permanent |
| Job Description |
Scope of Role
Working within Service Delivery, this role is responsible for the ongoing support of all Aerial Direct provided IT and Telecoms equipment and software.
The role is largely office based with an emphasis on high quality technical support and training our customers, resulting in high levels of Customer satisfaction.
This role sits within our service desk team and ensures our customers are fully supported and have their technical issues resolved efficiently and in a timely manner to ensure minimal disruption to their services.
Duties and responsibilities
- Respond to customer faults and issues raised to the helpdesk either by phone or email resolving them within SLA.
- Programming, maintenance, and support of Hosted Telephony Solutions.
- Programming, maintenance and support of Virtual PBX.
- Programming, maintenance and support of Networking, including switches.
- Programming, maintenance and support of Access points and point to point solutions.
- Programming, maintenance and support of Routers and Firewalls for Leased Lines and other Connectivity.
- Wi-Fi solutions.
- Integration of CRM systems.
- Programming and support of Laptops or Desktops.
- Programming, maintenance and support of Servers.
- Programming, maintenance and support of Microsoft 365, Anti-Virus, Remote Management Systems and Backup solutions.
- Training on all Aerial Direct offered services.
- Customer complaint activity.
- Identify potential cross sell and upsell opportunities with existing customers and pass on as much detail to our sales teams.
- Any other ad-hoc duties as and when asked by a member of the Service Delivery management team.
Documentation and administration- To document all Customer product and services ensuring security and standards are adhered to.
Customer Service- To be the face of Aerial Direct and provide top class industry leading Customer Service.
- To ensure Customers are confident and trained appropriately on their services.
- To ensure all service issues are resolved in a timely manner.
- To liaise with other 3rd parties to ensure faults can be resolved quickly and to the highest of standard.
Health & Safety- To complete all given Health and Safety Training.
- To comply with Aerial Directs Health and Safety guidance.
- To be responsible for Health and Safety standards.
- To ensure that our office areas are free of hazards while working safely.
Equipment- Respect all company property and keep it in good repair.
- Ensure all equipment is logged and tagged correctly.
- Work with our stock control procedures and finance department to ensure we account for all stock.
Training- To ensure training is completed as required by Aerial Direct.
- Be a wealth of knowledge for all Aerial Direct supplied products and services.
- Keep up to date with industry changes and new additions to our product services.
- Pass any examinations or accreditations required to do your role, this may include Microsoft accreditation and other IT certifications.
- Be up to date with Cyber Security training and GDPR requirements to ensure we keep data safe.
Communication- A high level of communication with your Service Delivery colleagues to ensure our Customers get the very best service.
- Facilitate and create training for other team members if required.
- Flagging issues and pulling technical task forces together for high level problems.
- Using Microsoft Teams for updates and communication, including phone calls, video calls and messaging.
Travel and Out of Hours Requirements- Being part of an on-call rota, this can include bank holidays and festive periods.
- You may be required to on Customers sites when required.
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| Skills & Abilities | - Ability to change with the evolving technology world.
- Able to manage your calendar.
- Excellent standard of written and oral communication.
- The ability to take ownership of technical issues and troubleshoot to a high level before requiring assistance.
- Confident presenter who can hold training sessions face to face and remotely.
- The skill to overcome technical challenges and think outside the norm.
- Managing workload effectively, under own initiative and as part of a team.
- The ability to make recommendations based on technical evaluation.
- Keeping calm in stressful situations.
- Showing initiative to learn and always pushing your development forward.
- Positive and can-do attitude.
- Flexible and able to accept and adapt to change quickly.
- Process driven.
- Passionate about IT and Telecommunications, learning new products and training.
- Great time keeping.
- Friendly, with the ability to work in pressured Customer environments with a positive attitude.
- A natural relationship builder.
- Customer service orientated, thriving on feedback.
- Someone who can positively receive constructive feedback and wants to develop.
- Confident presenter who thrives off great service.
- Someone who always goes over and above, surprises and wow’s our Customers and Team with their ability and work ethic.
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| Experience | - Programming, maintenance and support of Hosted Telephony Solutions – IP Cortex, Gamma. Integration of CRM systems.
- Programming, maintenance and support of Virtual PBX.
- Programming, maintenance and support of Cabling and Networking, including switches.
- Access points and point to point solutions – Ubiquiti.
- Programming, maintenance and support of Routers and Firewalls for Leased Lines and other Connectivity – Draytek, WatchGuard.
- Wi-Fi solutions – Ubiquiti.
- Programming and support of Laptops or Desktops – Dell and HP.
- Programming, maintenance and support of Servers – Virtual and on Prem.
- Programming, maintenance and support of Microsoft 365, Anti-Virus, Remote Management Systems and Backup solutions.
- Door entry system programming, maintenance and support.
- Fault finding and testing.
- Training Customers.
- Customer complaint solving.
- CRM systems use.
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| Knowledge /Qualifications | - High level of understanding of SIP, including configuration, protocol and SIP trunking.
- High level of IP understanding, networking, and VLAN.
- Be able to complete Microsoft 365 migration and new tenant set up.
- To be able to cable to a high level, leaving it tidy and tagged.
- Microsoft qualifications would be an advantage.
- Have a high level of Hosted and PBX Telecoms configuration and fault finding of the system, handsets and other connected products.
- Must be able to configure routers including Draytek.
- Must be able to document and follow process for security of data.
- Must have a high level of Health & Safety understanding.
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