To deliver remote and onsite support to a geographically dispersed customer base to achieve effective incident resolution of customer issues. To carry out first, second and third level diagnostics to achieve fault resolution.

To provide industry leading customer service to achieve high levels of customer satisfaction.
Responsibilities

•To provide escalation and issue management in a timely manner.
•To provide an escalation point in the primary and secondary skill for both support based issues both in and out of hours.
•To provide technical documentation of customer infrastructures to a high level of detail and accuracy.
•To provide First/Second/Third level technical 24x7 support on a rota basis to NextiraOne’s customer base and escalation management to the appropriate vendors
•To provide knowledge assistance in primary and secondary skills to customers and any NextiraOne colleagues.
•To attain and maintain individual and corporate accreditations and training.
•To maintain personal administration using internal business systems

Job related skills and experience

•3-5 years experience working at this level in the delivery of projects and /or support in their primary skill where there is demonstrable career progression and achievement
•Experience of a 24 x 7/contact centre operation 
•Experience of working with customers (small, medium and large) operating in diverse sectors
•Experience of taking responsibility for customer incidents and escalations
•Time management skills with the ability to manage competing demands
•Strong Interpersonal, communication (written and verbal) and networking skills
•Flexible approach to work being available at any time for team escalation
•Ability to work alone, as part of a team or lead a team
•Produce high quality customer reports and documentation
•Presentation skills with previous experience of presenting/training to small groups of internal and external customers
•Exposure to the telecoms / datacomms industry in a technical support related role essential
•Recent experience of working with new and emerging technologies, preferably within a system integrator and/or IT reseller
3 years minimum experience in the following technologies; 

•Qualified to Cisco CCVP or equivalent experience
•experience in Cisco CallManager 4.X
•CUCM 5.X,6.X, and 7.X
•UCCX previously IPCC express
•Unity

Desirable experience;

•Unity connection
•UCCE previously IPCC enterprise

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