Unified Communications Service Support Specialist

Job Description

Title :Unified Communications Service Support Specialist

Location : Birmingham , UK

High Level Description

The position is part of Global Unified Communications operations team. This is a 24X7 operations team supporting the banks Unified Comms infrastructure based on a follow the sun model. The SME will be responsible for managing technical excellence within the Unified Communications Team and will supervise the service desk specialists while providing 2nd level technical assistance and will be responsible for the training of the team.

The successful candidate will support the Client Service Manager with day-to-day leadership of team work efforts in their professional area and/or serves as a subject Matter Expert (SME) providing support as needed. In some circumstances, the role may also require the building and managing of relationships with relevant stakeholders (internal and/or external), as well as with internal EUCO support teams, particularly around the more time critical, complex or regulated tasks. The UC SME plays a key role in facilitating communication between functional teams to share knowledge and good practice, and to foster a focus on process, performance and efficiency. Finally, the roll may require the individual to assist with the governance of the operational processes aligned to the organizational objectives.

This role includes problem management, client liaison, operational input into technical architecture and product development. Apart from this, engineer will provide 2nd Line Support for supporting analysts, end users and delivering functions under the Unified Communications Portfolio. Support typically takes the form of investigating and resolving problems, incident handling, availability and performance monitoring, routine start-up and close-down and maintenance of operating plans and schedules. Will be measured on the Voice production environment stability and efficiency through:

Ensures that team members provides timely and considerate customer service to end users

Providing testing to all changes to the production environment

Ensuring queues are actively monitored and up to date

Analyze and identify trends in issue reporting and devises preventative solutions, offering suggestions for process improvements and developing the new procedures

Drive collaboration across technology and product sets and their related infrastructure and dependencies

Monitoring performance through various operational review meetings

Quickly and efficiently addressing any customer escalation

Role & Responsibilities

Handle incident and service requests and resolve within the agreed OLA.

Diagnosing faults and providing complete resolution to customer satisfaction.

To produce knowledge articles and information to be distributed amongst the team.

All client documentation and run book information is kept up to date.

Systems are optimally configured and information contained is current e.g., maintenance of User accounts, pro-active system maintenance etc.

Involvement in service level meetings when appropriate.

Act as a point of contact for all customer escalations.

Client satisfaction and user communications.

Achievement against service level and first line fix of calls.

Assist with production of monthly reports for senior management

Documentation of lessons learnt to be fed back into the system so minimizing end-user calls.

Quality entries into the ticketing system

Core Skills Prerequisites

CAPABILITY LEVEL

At least 5+ years' experience in Voice or UC operations and Service Desk in a SME Capacity Essential

Significant working knowledge of Avaya and/or Skype technologies Essential

2-3 Years of proven experience as Technical Leader Essential

Bachelor's degree in an engineering field preferred, or equivalent experience, Essential

High level of interpersonal, communication, organizational and decision-making skills. Essential

Ability to manage multi-level stakeholder relationships on a global scale Essential

Experience of coaching and mentorship of teams and individuals Essential

Other capabilities Prerequisites

CAPABILITY LEVEL

Open and transparent, self-organized working style Essential

Proactive way of working and ability to show initiative Essential

Experience with Service Desk and desktop applications (Remedy, Excel, Word, Essential

Windows, Access, Outlook, Microsoft Projects, Visio, PowerPoint, etc…).

Delivery of good and understandable documentation Important

Understanding and experience of infrastructure Microsoft Product sets (Wintel, Exchange, SQL etc) Desirable

Awareness and understanding of large corporate IT infrastructures and associated technologies such as LAN, WAN, Firewalls, Active Directory etc Desirable

Job type: Contract Experience level: 4 Years Division: eTeam Workforce Limited Reference: 19-01595