Infrastructure Telephony Engineer

CPS Group (UK) Limited
£35000 - £40000/annum Bonus, Pension, Benefits
19 Jul 2017
17 Aug 2017
Contract Type
Full Time
Role: Infrastructure Telephony Engineer
Location: Cardiff
Salary: £up to 40,000 + Bonus + Benefits

Due to continued growth an exciting opportunity is available for a 3rd Line Telephony Engineer to work within a team of technical IT staff which has responsibility for the design, confidentiality, integrity, availability and maintenance of my client's Unified Communications platform.

You will gain the opportunity to work in an innovative, dynamic and fast growing organisation, participating in the IT Infrastructure and Operations department designing and administering the day-to-day technology operations, participating in enterprise projects, completing BAU changes and troubleshooting escalated Service Desk incidents. You will focus on administration, security, operational support and the management and deployment of telephony services onto our infrastructure platforms.

You should be highly motivated and enthusiastic about working in a fast paced and constantly changing environment, possessing an ability to innovate solutions for the benefit of the organisation as a whole

Main duties and responsibilities:

Supporting, diagnosing, maintaining and administering the Avaya telephony platform in both physical and virtual environments.
Provide in depth technical support for complex projects and operational processes as required, ensuring the productivity and effectiveness of the company's technology.
Design and implementation of enhancements and new services.
Configuration of new servers, devices, storage and peripherals.
Monitoring core routing systems, propose improvements, interface with vendors for system support and functional development
Partner with the Service Desk to handle escalated tickets, providing support and coaching for the Service Desk engineers. Undertake Problem Management and root cause analysis.
Engage in regular scheduled maintenance activities.
Implementation and testing of disaster recovery plans, engaging in regular exercises.
Maintain effective vendor management relations and documentation.
Provide 24x7 on-call support on a Rota basis
The position will require occasional out of hour implementation work.

Skills/attributes required:

At least 3 years' technical support experience with Avaya Contact Centre/work optimisation platforms
Strong knowledge of Avaya Aura System and Session Manager, Session Border Control (SBC), Unified Communication Manager (UCM), Application Enablement Services (AES), Call Management System (CMS)
Experience and broad understanding of data Network and Voice infrastructure technologies, VoIP, QoS, SIP and H323 transmission protocols
Good understanding of LAN/WAN and SIP technology.
Proven experience in deployment of Data Centre Technologies
Technical experience across, but not limited to, Windows and Linux servers, VMware, MSSQL, SANs.
Experience supporting and maintaining VMware vSphere.
A good understanding of Cisco Networks (switches, firewalls, WiFi and VPN), network protocols and performance management.
Desire to take ownership for products and deliver exceptional service and stability to expand the business
Willingness to learn and work as part of a diverse skillset team
Strong analytical and problem solving skills, responsiveness and creativity, flexibility, ability to plan and organize
Excellent collaboration and customer service skills
Ability to operate independently in a dynamic environment with multifunctional teams
Willingness to support operations and handle on-call duties as needed
Ability to work flexibly when required.
Experience working in an ITIL environment and an understanding of key ITIL Service Management Areas

The following experience is beneficial but not essential:
ACSS accreditation - Avaya Certified Support Specialist

For further information and to receive a full role profile, please send in an up to date copy of your CV with your application or contact James Chau on (Apply online only) or

CPS Group (UK) Ltd is acting as an Employment Agency in relation to this vacancy