Cloud Support Engineer Tier 1

Fareham, Hampshire
Onecom

Cloud Support Engineer (T1)

Location: Whiteley

Salary: £23,000 – £28,000 dependent on experience

Hours: Mon – Fri, 7:30am – 4pm or 9:30am – 6pm

The task at hand:

We are currently looking for a customer focussed Tier 1 Cloud Support Engineer to join our Technical Support Team and act as a key point of contact for our converged customers with cloud-based IP telephony solutions

As a Cloud Support Engineer is responsible for undertaking technical change requests, troubleshooting and resolving simple to medium complexity technical issues. The Cloud Support Engineer liaises with principal engineers and partners who provide more in-depth technical support, where required.

You’ll join a welcoming team and be supported with training from day one, enabling you to deliver a brilliant customer experience to our customers.

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’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 experience working in a relevant technical role (desirable)

– You have working knowledge of Mitel solutions (desirable)

– You have working knowledge of 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 routes and SIP

What you’ll be doing:

– You’ll update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information

– You’ll contact third party suppliers to log support calls, get updates on open support calls or request technical support

– You’ll assess and troubleshoot incidents, determining where the issues lie, and then working to resolve these issues

– You’ll carry out updates and changes requested by our customers on our cloud voice platforms

– You’ll Assist in internal and external customer report generation and join major incident calls with customers and internal teams providing technical updates where required

– You’ll regularly update open tickets in our incident management platform with up to date and clear information and update customer specific documentation where required

– 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 monitor incidents and 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

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