Tier II Senior Service Desk Engineer

About the job

Company Description

We are the UK’s #1 independent provider of voice, connectivity, mobile, phone system and cloud services.

We help c. 84,000 direct customers – businesses of all sizes and across almost every sector – connect better with their customers, suppliers and teams.  Equally we operate an Indirect channel where we engage with channel partners to deliver the range of Daisy products and services to UK SMB customers.

We combine straightforward solutions, including fibre broadband, mobile tariffs and phone systems, with friendly, helpful people to support businesses with their communications needs, now and as they grow. As an independent provider, we work with all of the major telecommunications networks and suppliers, meaning we’ll always get the best deal in the market for our customers and partners.

Job Description

To support our customer base with fault management, moves, adds, orders and changes to their communications setup.

Location: Sidcup Office, with occasional home working.

Salary: £24,000 - £30,000 DOE

Working Hours: Monday to Friday (37.5 hrs) Between 8:00 - 17:30

Responsibilities:

• Developing advanced skills in IT and telephony including PBX, networking and hosted solutions.
• Providing technical guidance to colleagues and other teams.
• Advanced fault identification.
• Working on and resolving Tier I and II tickets, escalation management and co-ordination.
• Updating customers during any support case.
• Providing guidance to our customers, understanding and collating their requirements.
• SIP provisioning on Broadworks Platform.
• Limit incoming SIP dial plans to prevent SIP destination modifications.
• Block remote access/outbound calls via voicemail ports.
• Maintenance of networking equipment.
• Programming routers ready for our customers.
• Installation and maintenance of Call Management & Recording Applications per customer contract and in line with requirements.
• Basic Firewall configuration.
• Analysing and interpreting data and information to inform your role.

Qualifications

• Strong understanding of Networks and Telephony.
• Strong skills in networking, SIP, DHCP, DSL, FTTC and an understanding of leased and EFM Ccts.
• Strong experience of working with WLR Products, ISDN and PSTN.
• Good IT knowledge.
• Solid PBX knowledge, an understanding of Panasonic systems would be an advantage.
• Good understanding of Call Recording & Logging.
• Good understanding of Gamma.

Additional Information

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products