The Level 1 Support Engineer will be based on our Client's customer site, providing key support with the maintenance of UC systems. Whilst recognizing, logging and rectifying relevant technical issues, the Support Engineer will escalate complex issues appropriately, within agreed timeframes. As well as continuously monitoring the level or service provided to the customer, the successful Candidate will effectively manage configuration, including tracking, logging and reporting. The ideal Candidate will have relevant work experience from an ICT background and will demonstrate familiarity and good knowledge of Cisco Video Conferencing.
Responsibilities & Requirements
The role is based on a customer site.
In line with internal procedures, recognize, log and rectify relevant technical issues.
Perform on site interventions for UC Systems.
Rectify all incidents and implement changes in line with Service Level Agreements.
Responsible for the replacement of faulty equipment.
Continuously monitor the service that is provided and ensure it meets the required level & standard.
Effectively manage configuration including tracking, reporting and logging.
Ensure the appropriate escalation of complex technical issues.
Carry out high standard maintenance of all UC systems.
Provide out of hours on-call support.
Take ownership of all local assets, knowledge management and all the operation
Good understanding and experience of Cisco Video Conferencing technologies.
Relevant ICT work experience.
Demonstrable ability to effectively manage own time and workload.
Ability to work under pressure.
CCENT certification would be highly beneficial.
Proven experience with Linux OS, Windows Server, Cisco IOS and Jabber would be advantageous.
Outstanding customer service skills and customer focused.