3rd Line Engineer - PBX

Chess ICT
Abingdon, UK
24 Jul 2019
22 Aug 2019
Contract Type
Full Time
Chess ICT are currently looking to recruit, a determined and enthusiastic individual to join our expanding Technical Team. As an MSP we support a large number of clients in various markets, each with bespoke configurations. Our customers rely on us 24/7 and we always deliver against our customer promise.

The successful candidate will be based at any of our sites and will report to the 3rd Line Team Leader. As a member of our team, we will provide an ongoing training programme to sharpen your skills and keep them current.

In Top 100 Best Companies to Work For, for 10 years

Chess are one of the UK's leading Voice, Connect, Cloud, Cybersecurity and Digital solution providers,helping over 30,000 businesses grow through innovative technology and expert advice.

Not only do we pride ourselves on our award-winning service, we are also extremely proud to have been placed in 'The Sunday Times 100 Best Companies to Work For' for 10 consecutive years.

"a GREAT place to work, a GREAT place to be a customer"

Duties to include but not restricted to:
  • Providing strong PBX support across all divisions within the business
  • Keeping clients updated as to the progress of their request / issue status
  • Maintaining agreed SLA's, updating ticket information as you work from diagnostics through to resolution
  • Liaise with third party and vendors to resolve incidents with root cause analysis
  • Perform Incident Management & reporting on complex / large scale issues
  • Assist with mentoring colleagues in line with escalation procedures
  • Visiting client sites on occasions to resolve the problem where issues cannot be resolved remotely
  • Maintaining a high degree of customer service, professionalism and integrity
  • Carrying out project installations for new hardware and software, including scoping, forward scheduling and tracking
  • Producing and updating technical documentation, conducting infrastructure audits
  • Working to deadlines and adapting quickly to a fast-changing environment

Skills & Qualities you will need to demonstrate:
  • Have excellent experience of cloud-based PBX systems (nFon, Horizon etc.)
  • Have excellent support experience and references
  • Have excellent knowledge of:
  • Firewall, network topologies, infrastructure and VPN Technologies including SSL services (Sophos & Dell SonicWall preferred)
  • Structured cabling and patching
  • Switch administration & configuration (VLANs, trunks, stacking)

Desirable Skills:
  • Network software including TCP/IP, DNS and DHCP protocols
  • Understanding of virtualisation platforms VMware & Hyper-V

Previous Career Experience:
  • 3+ years of working in a senior support team (2nd / 3rd line)
  • Relevant vendor certifications

Personal Qualities:
  • Personable, well-presented and excellent verbal communication
  • Full driving license with access to a car
  • Customer focused and pro-active with regards to fulfilling the clients' requirements / expectations
  • Enthusiastic and motivated
  • Prepared to work out of hours / on 24x7 call when required (additional benefits offered)

Package Details:

Basic salary: Up to £35,000 depending on experience.

Benefits include: Pension, Health Care, Life Assurance and Loyalty Scheme, Company Online Benefits - where you can save money on almost all of your lifestyle expenses from buying a car to eating out in a restaurant. In addition, we offer free food each day for breakfast club (and lunch at certain sites) and we have wellbeing social clubs with the options to do things such as Yoga, Running, walking.

Hours: 37½ hours per week Monday to Friday, normal office hours apply.

Holiday Allowance: 20 days paid holiday p.a. increased upon anniversaries, ultimately to 24 days p.a., plus public holidays.

"Play Your Part"

Our growth creates opportunity for everyone to progress their career, to develop knowledge and skill, to gain reward and recognition and to maximise their potential. The growth and success of our people ensures the growth and success of our business. We believe that "if you're not growing, we're not growing".

If you are looking for a career that brings exciting challenges and opportunities, then Chess is the place for you.

Upon submission of your completed application to Chess ICT, either through direct application or speculative, you hereby agree to the processing of your personal information as per the guidelines set out within our Privacy Policy and to allow for the seamless and secure processing of your information throughout Chess ICT's recruitment and hiring practices.

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