Join a world class technology leader right on your door-step.  We pride ourselves on innovation, quality and commitment to first-class service.  We offer digital enablement services, global IT solutions and managed services.   Our Group already boasts ICT solutions and services in more than 70 countries worldwide.  A key priority for all our business are developing, empowering and collaborating with you, our people.  We have retained TalentJuncture to introduce us to like-minded enthusiastic, energetic and confident people, looking to work with us and become part of our formidable teams across the globe. 

Key Purpose of the role

The 3rd line IPT engineering position has responsibilities focused around the smooth running of the customer’s unified communications (UC) networks, ensuring that availability is maintained at the highest level and any issues that arise are dealt with in an effective and timely manner. 

The role will see you helping to set the technical strategy for networking customers around Incident, Problem and Change Management. You will work with the Enterprise Performance Management team to define Event Management and reporting best practise to support Problem management. You will work alongside Project, Transition and Service Delivery management teams to assist in the smooth transition and acceptance of new customers and technologies into the MSC. 

The role will is the highest point of technical escalation within the MSC for IPT customers as such you will be expected to participate in high impact, high urgency incidents where prompt resolution and root cause analysis is required. As such, your technical experience as well as your strong troubleshooting skills will be paramount in this role.

As a senior engineer you will be responsible for supporting the Tier 1 and Tier 2 team to ensure they remain skilled to manage complex Incidents and Changes. You will be required to support the team out of hours as part of an on-call rota.

Key responsibilities include: 
•    Active involvement in the recruitment of all new technical engineers
•    Ensuring customer transition pre requisites are delivered by EPM and Project Management
•    Working as part of an on-call rota to provide Tier 2 technical expertise to 24X7 Tier 1 team outside core hours
•    Day-to-day support of customer’s unified communications networks. 
•    Troubleshooting technical faults and providing satisfactory fixes to the customer.
•    Regularly updating customers on progress of faults by telephone and email
•    Regularly updating ticketing system with quality notes detailing progress and actions completed on open incidents, problems and change requests
•    Completing customer network Change Requests, including impact and risk analysis, implementing out of hours where required
•    Providing day to day UC administration for managed service customers
•    Providing input to customer facing Technical Incident Reports
•    Capturing repeat faults and undertaking root cause analysis
•    Proactive identification of fault trends
•    Maintaining and updating customer technical documentation
•    Mentoring and training Tier 1 and Tier 2 Engineers
•    Assisting with Development of 2nd Line team
•    Proactive identification of fault trends
•    Development of peer relationships with key Suppliers
•    Working closely with the Head of Service Operations on continual improvements programmes for the MSCs
•    Providing technical expertise to the Head of Service Operations and assisting on the technical skills evaluation of MSC engineers
•    Work with the other departments understand and share technical strategy
•    Development of technical strategy for IPT customers and internally.

Experience and Skills Required
•    CCIE or specialist professional qualification e.g. CCNP Collaboration
•    At least six years’ experience in a unified communications environment
•    Solid understanding of routing and switching 
•    Troubleshooting UCCX ; CUCM / CUC ; CUPs / IMP; CME / CUE;  CUBE / SBC
•    Packet capture
•    Trace analysis
•    Debugging (SIP, H323, MGCP)
•    Troubleshooting ARC 5.x and 6.x 
•    Knowledge of Tiger Billing ; Redbox Recording; Callabrio;  WebEx (on premises)
•    UCCX script troubleshooting
•    Troubleshooting Jabber
•    Collaboration edge
•    CUEAC
•    Esx / Vsphere 
•    AD and Exchange Integration
•    Social minor / Finesse    
•    Full clean driving licence
•    Ability to obtain SC security clearance

The Candidate

The ideal candidate will be recognised as an expert in your field, and display a detailed and accurate approach to undertaking all duties. You should have professional verbal and electronic communication abilities. As a good listener, you will show an ability to communicate technical issues and resolutions to people of varying technical levels. You have a strong ability to solve and troubleshoot problems remotely.

In additional you should be able to work with minimum supervision and to maintain a high level of motivation and productivity.  Displaying a structured and organised approach to complex problem determination and solving; you possess the ability to work in a very busy and highly pressurised environment and deal with high impact, high profile incidents, problems and changes.

On offer is access to competitive compensation and benefits for yourself and your family and an opportunity to work for a company who nurture their people and encourage growth and fresh ideas.