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EMEA Technical Support Team Leader (Voice) - London

  • Location: London
  • Salary: Competitive
  • Contract hours: FullTime

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About the job

Company Description

Boost your career with Arkadin, one of the largest and fastest-growing companies in Unified Communications & Collaboration Services. Play a vital role in a business whose solutions enable a more connected world and contribute to a greener planet. We’re part of NTT Communications, one of the world’s leading telecommunications groups. With 56 operations centers in 33 countries, your talent will find a place rapidly to grow. Join a company whose people are #ContagiouslyEnthusiastic!Job Description

General Description The Technical Support Team Leader (Voice stream) is responsible for leading and developing a small team of Level1 and Level2 incident support engineers primarily focused on supporting Audio services. Based in London the Team Leader will be a very hands on technical lead, capable of driving incident support with the highest level of customer service. Key focus is to ensure that reliable technical support for all Audio products is available to Arkadin customers and internal users. Acting as part of a small management team consisting of team leaders for various technical service streams the Technical Support Team Leader will ensure all departmental SLAs and OLAs are fulfilled and have a strong focus on continuous service improvement. To be successful in this role you will be a very approachable team leader that is ready to motivate your team and lead by example. You will be able to provide technical guidance at L1 and L2 level and be comfortable in representing your team / function to senior management and to Arkadin clients. Strong Incident Management understanding and experience is vital. The scope of this role is large and there is a requirement for a broad knowledge of many areas of ICT services. This is an ideal opportunity for a technology passionate individual to take that next step towards management.Key responsibilities Hands on technical team lead for L1 and L2 Voice teamWorking as an active member of a technical management team supporting Arkadin services in EMEAEnsuring excellent incident management whilst delivering a high level of customer serviceResponsible for driving improvement and team development initiativesTechnical support via phone, email and portal to internal and external users on Arkadin's Audio servicesWorking with Arkadin Level3 support and/or suppliers as and where necessaryContribute to and maintain the Company Knowledge BaseProvide training and guidance to level1 and level2 engineers Team motivation and guidance to ensure excellent customer serviceEnsuring Arkadin defined SLA are achievedReporting to senior management on team successAssist service management and incident management teams with customer escalationsQualifications

Degree in Computer Science or equivalent experienceITIL V3 Foundations certified is an advantageFurther ITIL certifications are beneficial but not mandatoryDemonstrable experience of incident and problem managementUnderstand and work effectively in an ICT Service Provider environmentLeadership experienceExcellent customer facing communications skills (verbal and written)Strong customer service experienceExcellent Stakeholder management skillsAbility to work in a high pressure environment with evolving requirements and dynamic schedules3 to 5 years’ experience in Telecommunications / Audio service and ICT support in a service provider environmentStrong Telecommunications Technology experience – analogue and digitalAvaya bridge experience is beneficial but not mandatoryNetwork protocol knowledge to medium level (VoIP, TCP/IP, SIP)Knowledgeable in supporting; enterprise voice solutions, VoIP technology, soft switches, session border controllers, …Moderate Linux knowledge is beneficialExperience in using a CRM system (salesforce)Language skills in German or French is very beneficial but not mandatory

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