Location: Whiteley (Office Based)

Salary: Competitive

Hours: Monday to Friday - Shift based between 08:00 - 17:30

About the role: 

The Cloud Support T1 Engineer is a key point of contact for our converged customers with cloud-based IP telephony solutions. The 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.

What makes you a great fit:

• Experience working in a relevant technical role (desirable)

• Working knowledge of cloud based telephony solutions

• Knowledge of IP Protocols, Networking including LAN, WAN, switches and routes and SIP

• Excellent communication skills with effective organisational skills is a must

• Strong IT skills

• Excellent problem solving and analytical skills

• Outstanding attention to detail and accuracy

• Logical and structured approach to work

• A positive “can-do” attitude

• Customer focused and passionate about service

• Strong decision-making skills

• Able to work with minimum supervision and maintain high level of motivation and productivity

• Able to manage workload and prioritise based on business requirements while under pressure.

• Able to communicate technical issues and resolutions to people of varying technical levels
  

Key responsibilities: 

• Monitor incidents to ensure that the appropriate action is being taken to meet SLA

• Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information

• Contact third party suppliers to log support calls, get updates on open support calls or request technical support

• Use technical skills to assess and troubleshoot incidents, determining where the issues lie, and then working to resolve these issues

• Use technical skills to carry out updates and changes requested by our customers on our cloud voice platforms

• Assist in internal and external customer report generation

• Assist with ad hoc tasks relating to implementation projects, support projects or support administration

• Join major incident calls with customers and SDM providing technical updates where required

• Regularly update open tickets in our incident management platform with up to date and clear information

• Update customer specific documentation where required

Perks for our People:

• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• EV Scheme: Lease a brand-new electric car
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, cycle to work scheme, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.