Address
Form of workJob Title:Cloud Support Engineer (Tier 2)
Employer: Onecom
Location: Hampshire, United Kingdom
Salary:
Employment Type: Permanent
Reference Number: 220848878
Job Details:
Customer Service (Technical Support Tier 2)
Location: Whiteley with ocassional travel to customer site
Salary: £28,000 – £35,000 dependent on experience
Hours: Monday to Friday, 7:30am 4pm, 9:30am 6pm (shift patterns)
The task at hand:
We are currently looking for a?customer focussed individual?to join our Technical Support Team and be a key point of contact for our converged customers with cloud-based IP telephony solutions. You ll be responsible for undertaking technical change requests, troubleshooting and resolving simple to medium complexity technical issues.
You’ll be great in this role if:
-?You thrive in a customer-centric environment and know where you can really make a difference
– You have experience working in a relevant technical role
– You have working knowledge of Mitel and cloud-based telephony solutions
– You have knowledge of basic fixed and connectivity products such as PSTN lines/ISDN/ADSL/FTTC/DIA
– You have knowledge of IP Protocols, Networking including LAN, WAN, switches and routers and SIP
– You re brilliant and building relationships and going the extra mile to get things done
– You can help to demystify jargon and provide advice to non-technically aware customers
– You have excellent attention to detail and the ability to support customers in line with SLA’s
– You re a team player who works in harmony with others as well as using their initiative
– You have a passion for learning and continual development of your skills and capabilities
– You have a valid driving licence and access to a car (required)
What you ll be busy doing:
– You ll be working as part of our Technical Support Service Desk, managing and resolving incoming queries and service tickets related to Onecom products and services
– You ll help to ensure high levels of customer satisfaction are maintained by providing regular communication and support to customers via email, telephone and through service tickets
– You ll proactively use service boards to ensure workflow is prioritised and in line with customer Service Level Agreements
– You ll support, co-ordinate and build relationships with internal teams to get the best results for our customers
– You ll contact third party suppliers to log support calls, get updates on open support calls or request technical support
– You ll use your technical skills to assess and troubleshoot incidents, determining where the issues lie, and then working to resolve these issues
– You ll join major incident calls with customers and Service Delivery Manager providing technical updates
Onecom Perks and Benefits:
Agile working: Enabling our people to work where they work best, using our Agile Working Policy
Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year
Birthday Break: Day off for your birthday, during your birthday month
MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks
Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme
Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support
Pension: We offer 9% combined pension contribution
Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support
Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption
Rewards: Quarterly employee reward programme and annual awards
Discounts: Discounts on tech + 3000 retailers through our Onecom Extras portal
Referral Incentive: You ll receive a bonus for each successful friend or family member you refer
Socials: Work hard and play hard with our all-expenses paid company events and parties
Foundation: Get involved in fundraising activities and events for our Charity partners
Academy: Limitless professional development with access to our in-house training academy
Who we are
Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.
We ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.
We re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves. Want to join our journey? Apply Now.
Equity, Diversity & Inclusion
Onecom wants to meet the aims and commitments set out in our Equal Opportunities Policy. This includes not discriminating under the Equality Act 2010 and building an accurate understanding of the make-up of our talent pools in encouraging equity, diversity and inclusion. We ask candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and the data gathered will be used to inform our future initiatives.
Notice to Recruitment Agencies
Onecom operates a direct sourcing model and does not accept speculative CVs
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