Level 3 VoIP Engineer

The successful applicant will join the IT Team as a Desktop 3rd Line Engineer and will provide support for multiple technologies, to ensure systems meet agreed SLAs. You will support our back end level 3 diagnostics and fixes for VoIP and on premise phone systems we support around the UK.

The purpose of the role:
*Responding to all incidents and problems escalated from the Level 1 & 2 Telecoms Team and other IT Teams within the department, troubleshooting to resolution within SLA.
*Dealing with business critical Priority 1 incidents
*Regular updating of the incident management and request fulfilment system with progress
*Escalation point for 2nd Line Desktop Support - They will call you for support where needed
*Support of new deployments and installations - for our engineers / in house build team.
*Produce and update technical documentation
*Assisting with service improvement initiatives and taking a proactive approach to increasing productivity
*Assist\mentor\coach IT 2nd Line Desktop Team
*Shift rotas, able to cover weekend working and being on call
*Responsible and accountable for key IT systems
*Site visits supporting our sites as part of a scheduled support programme

Our ideal candidate will have:
*Experience in supporting the VoIP/PBX/ Desktop/Laptop of team members across multiple sites using remote access tool
*Strong knowledge of VoIP telephoned, trouble shooting and on premise PBX (Ericsson LG is our vendor).
*Strong knowledge of VoIP integrations & be a leader in understand key software capabilities
*Experience in working with bicom systems (VoIP platform) would be a huge benefit.
*PowerShell proficient
*Thorough knowledge of MS Office Applications
*Proficient in Group Policies
*Experience with Active Directory environments
*Incident management and root cause diagnosis
*Knowledge of LAN/WAN networking
*Experience with Windows Server 2008 / 2012 / 2016
*Strong interpersonal and communication skills