The primary function of this role is to provide a technical response/ fix to incidents, changes and service requests reported by Daisy customers, performing second line diagnostics to resolve or identify the best possible next escalation path. The role will be required to have a proven ability to perform technical diagnostics and administration across vendor independent UC Solutions.

The role will assume a desire to learn and understand new vendors and technologies and to communicate with customers on a suitable technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs. 

The role will also require the ability to build rapport and maintain strong technical relationships with our customers, service desks, internal service towers, and field support staff to help drive and improve our quality of service. It will also assume ability to apply all company and departmental policies, procedures and work instructions to their daily tasks.

The senior role will have more experience and authority and will be expected to offer technical ownership and mentoring, following and promoting best practice to their collegues by also providing informal assistance & training to T1 support. The senior role will provide a level of team leadership working across multiple product lines and technologies and support the team lead with strategic planning, resourcing, KPI data gathering and analysis heping to identifying the action improvement plans.

Responsibilities:

• Fault diagnostics and remote rectification of customer’s faults including responding to monitoring, incidents, changes and appropriate service requests within contracted SLA’s.
• Accurate and clear updating of case notes and maintaining internal records of databases as required.
• Carrying out programming requests and responding to internal/external customer queries.
• Management of the technical job queues to ensure jobs are being picked up and progressed.
• Provide technical support to field engineers.
• Support our customer service team and other areas of the business to ensure we are delivering an excellent level of customer service whilst meeting SLA’s.
• Attend training courses and develop your own relevant knowledge and skills.
• Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.
• Carry out any ‘ad hoc’ assignments as and when required.
• To be compliant with health and safety company policy and legislation.
• To be part of a 24x7 on call Rota as and where required
• Proacitvly keep abreast of new developments in your relevant technology to maintain your technical skills and upskill to cover all relevant technologies within your teams remit if and when required.
• Employees will be required to work as and when necessary to meet the employer’s requirements. It is expected that you will be able to complete all your work within normal hours however in some cases you may be required to work additional hours for the needs of the company. Employees will also be required to work on weekends in order to meet the needs of the employer.
• Work closely with T3 engineers to feedback any technical issues that need technical bulletins creating or high level investigation.
• Work with your team leadership to provide resource and skills levels within the team to ensure support across the UC based portfolio which covers all relevant technologies. You will need to be able to flexibly adapt to ensure adequate team cover.
• Support the wider team as an escalation point when required.
• Provide technical ownership and mentoring within own tier including an informal assistance & training to T1 support.
• Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• If you are a Manager of staff, you must ensure:
    -  your team are aware of their security responsibilities & know how to                 access Daisy Group Security Policies hosted on the Intranet;
     - the principles listed with the Daisy Group Security Policy Statement          document are embedded within the operations of your team.
• You will be working within an ITIL environment including Incident, Change and Problem management.

Essential Criteria:

• Experience of maintaining documentation for compliance.
• Customer focused and the ability to proactively update customers.
• Must be able to work under pressure.
• Consistently strong attention to detail.
• Excellent organizational and time management skills
• Demonstrates adherence to process.
• Applies knowledge and skills through handling complex problems beyond own area of expertise.
• Demonstrates a desire for personal development and acts as a source of technical expertise to others.
• Identifies solutions to non-standard tasks.
• Must have an ability to work on their own as well as part of a team and proactively promote teamwork.
• Security Clearance. (SC Level) or the ability to be security cleared is mandatory.

Essential technical criteria:

• Relevant technical certification on the required Vendor solution.
• Strong background In Telecommunications and VoIP
• Basic knowledge of IP networking, including IP Addressing, Routing, DHCP and voice trunking including troubleshooting SIP and using Wireshark would be an advantage.
• Knowledge and experience of virtualised environment’s. Working with physical or Virtual environments to deliver and support  UC solutions as per the customer/solution requirements.
• Competency with wired and wireless data networks is an expectation to aid troubleshooting of layer 2/layer 3 networks running VLAN supporting voice applications.
• Possess the communication skills, commercial awareness and proactive problem solving approach to effectively liaise with customers, ISP, Telco and hardware/software Vendors to successfully commission or resolve issues.
• Practical experience of gateway implementation: PSTN, Third Party PABX, Vendor Specific, SIP trunks
•  

Technical Skills and Experience required in at least one of the following technologies include and the ability to upskill/cross skill is required:

Mitel

• Specialisation of the Mitel product portfolio preferable.  Mitel MCD/ MiVoice/Mx-One/ knowledge and accreditation.
• Mitel application working knowledge and experience
• MiCC Business/MiCC Enterprise       
• MiCollab

Microsoft

• Microsoft client & server technologies
• Microsoft Windows system administration
• Microsoft SfB/Lync support
• Microsoft SfB/Lync design work
• Microsoft SfB/Lync implementation
• Core Solutions of Microsoft Skype for Business 2015 - 70-334
• Deploying Enterprise Voice with Skype for Business 2015 - 70-333
• Microsoft Teams
• Microsoft Exchange, Active Directory, SQL Server
• SfB/Lync certified/supported Gateways, IP-PBXs and SBCs

Cisco

• Configuration and maintenance experience of Cisco CUCM, Cisco Spark, Cisco Webex, Unity, CUAC, UCCX and IM&P.
• Knowledge of Cisco UCCE, Expressway and CUBE
• Configuration and maintenance experience of Cisco UCS servers.
• CCNA collaboration or CCNA voice is mandatory, with the personal drive to progress to CCNP level.

Avaya

• Configuration and maintenance experience of Avaya Aura ACM, and earlier product sets such as Definity.
• Configuration and maintenance experience of Avaya Aura SM,SMGR,SBC, Aura Messaging and earlier versions.
• Configuration and maintenance experience of Avaya CMS & IP Office desireable.

Unify

• The Unify product portfolio preferable Openscape product suite and associated CC and UC&C Applications.

Daisy is one of the country’s leading providers of IT solutions to businesses in the UK, from device to datacentre, including IT technology and telecommunications, managed services, cloud computing, virtualisation, managed hosting, fixed line voice, mobile, systems, IP networks and complex billing software solutions.

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