IT Engineer - 1st to 3rd line


Nottingham, Nottinghamshire

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£26000.00 - £40000.00 per annum

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Mag Dutka

IT Support Engineer

Position: Permanent

Location: Nottingham

Salary: £26,000 to £40,000 (depending on experience)


As an ITSupport Engineer within the company you will be joining a dynamic and customer focused operational team who are responsible for providing 24/7 care to our global customer base of around 2000 and growing rapidly.

The current opportunity is to join our 'Day' & 'night' teams based at our HQ in Nottingham.

About you:

Able to demonstrate your technical capability in 1st, 2nd and 3rd line support with a strong understanding of network technologies, VOIP/SIP you're clearly a competent trouble shooter, with a strong network and telecoms background with Voice and Data.

Our engineers recognise the significance of owning and resolving issues and you'll share that passion to deliver a first class customer experience.

Proven ability to meet tight deadlines, multi-task, and prioritize workload.

You have a positive outlook and an outgoing nature with the willingness and drive to learn and develop within a rapidly expanding organisation.


  • Manage tickets assigned will be assigned to a Service Desk Engineer with agreed timescales for communication and resolution
  • During the life cycle of the case the engineer will ensure all SLA's are met through the timely resolution and effective communication
  • Using the CRM system to maintain real time accurate reporting of support cases
  • Escalation of more challenging cases to support management
  • Highlighting areas of risk as soon as they are apparent
  • Working with the team to ensure daily case load is well managed
  • Communicating effectively with Helpdesk Analysts to ensure they can effectively communicate with the customer
  • When required responding to incoming support calls and routing as needed to assigned support engineers and/or creating new cases during the initial customer conversation.

Technical skills:

  • We are looking for a highly technical support engineer who has experience in:
    • MS Operating systems (Server 2003, Server 2012, Windows 7,Windows 8)
    • Internet Explorer and Firefox
    • PC Software applications install and modification
    • Networks and Active Directory, strong understanding of networking technologies (including TCP/IP, DHCP, SIP, RTP, G.711, G.729, H.323, VLAN,QOS, and various WAN technologies)

  • Any additional experience in the following would be favourable:-
    • VOIP/SIP support
    • Troubleshooting and resolving network/telecommunications issues
    • Voice and data products including CISCO Routers & Switches, VMware MS Hyper-V technologies
    • Technical certifications (MCSE, MCITP, CCNA, AVAYA)

  • Previous experience in an organisation that develops and support software to global customers
  • At least five years technical support experience within a software / hardware delivery function
  • Has customer facing experience, being able to handle the pressure of supporting demanding customers
  • Excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical stakeholders.
  • Educated to degree level in a relevant technical subject or qualified through equivalent experience
  • A good understanding of the telecommunications industry or similar would be an advantage

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