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IT Service Support Engineer (Telephony)

Zoek Pin Birmingham, England

£28000 - £33000/annum plus benefits

Permanent (Full time)

Recently Posted

An award winning company based in the heart of Birmingham is actively recruiting for a talented IT Services Support Engineer who has strong background with Telephony support to come and join their dynamic team. This is a fully remote role, and will stay this way post covid.

The core function of the IT Services Support Engineer role is to receive day-to day Telephony support managing Support Desk incidents, queries and requests from across the business, and respond with commitment to providing first class customer service, timeliness and technical expertise in order to resolve issues where possible, or routing them to the appropriate team if the query requires additional specialist knowledge.

The role includes receiving, prioritising, documenting and proactively resolving end user IT-related incidents and requests. This includes both software and hardware issues so that end users are able to overcome technical obstacle in order to accomplish business tasks. IT Services Support team members will be required to support over the phone, in person and by remotely accessing customers' computers.

Maintain and monitor all telephone and computer systems to meet the organisation's current and future requirements.
Provide Second line break fix support to the Business Windows based systems.
Specific Focus around Support for the Telephony System in the Contact Centre.

Super User for telephone system
Set up new telephone campaigns
Manage telephone campaigns
Own company phone lines and any forwards (Geo and non-geo)
User management of system
Set up IVRs
Set up call options
Set up telephone messages
Telephony reporting
Hold relationship with West
Fault Management
Integration between phone system and CRMs - this is a crucial element to the CRM to make it more effective


Extensive general IT knowledge, including but not limited to the following:

Solid background managing an internal Telephony system including Skype for business, Teams, Intrado (Desirable)
Knowledge of Microsoft Active Directory, Exchange, Office 365.
Exposure to Office 365 management including MDM, InTune
Experience with service management systems (SolarWinds, ServiceNow).
Proven track of workstation management systems and desktop imaging such as SCCM, Intune and WDS.
Able to gather relevant information systematically to troubleshoot and resolve issues.
Good analytical, troubleshooting and documentation skills, coupled with outstanding attention to detail.
Knowledge of ITIL and industry best practices.
Ability to maintain good working relationships with third party service providers and vendors.

Excellent salary is available paying between £28k-£33k plus benefits. Apply today to hear more details

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