This job has expired

Systems Engineer

POSITION SUMMARY

Manage Customer incidents, problem and change tickets using fault ticket management systems.
Ensure all issues are correctly tracked in the ticketing system.
Provide timely accurate updates to internal and external customers.
Correctly maintain Tickets from Assignment to Resolution.
Provide accurate updates at a frequency required by the ticket severity.
All due diligence is completed.
Ensure all time worked is correctly accounted for using the IPC time management system.
Maintain a good working knowledge of patch release material.
Complete Client Morning and Daily System health checks.
Trouble shooting, diagnosis, resolutions of service-related faults and application of recommend product fixes.
Capture and analysis of system logs and alarms.
Customer Database Administration and maintenance, capacity management.
Production of scope of works for planned changes, understanding the impact of change to our systems and recommending appropriate steps to avoid adverse impact.
Shift Rota working to apply (8 hours between 07:00 - 19:00).
Flexibility to work non-standard hours on occasion to meet customer demand.
Understands the need to work and act, in accordance with our internal processes and SLA criteria.

Experience/Skills/Qualifications

Experience working on IT infrastructure or communications systems .
Experience troubleshooting Trader Voice platforms.
Proficient with IP networking and associated messaging protocols (VoIP, SIP, CCNA, CAS, analogue lines).
Proven troubleshooting skills.
Demonstrable experience in problem solving IT systems to identify root cause.
Experience working within Financial Services firms.
Excellent organizational skills with strong written and verbal communications.
Demonstrable commitment to quality and customer service.
Self-motivated team player capable of working with minimal supervision.
Understanding of Windows Operating Systems (Windows Server 2008/2003).
Understanding of traditional TDM telephony system principles, back-office PBX traditional digital extensions and Cisco/Avaya VoIP solutions.
Customer focused - able to comfortably communicate with clients face to face, over the phone or email.

Desirable Experience

Some knowledge of NICE Voice Recording Platforms.
Experience working within Financial Services firms.
Experience of implementation projects as part of a group.
Experience of call flow management across different voice systems (Knowledge of IPC, Etrali, Cisco a bonus).
ITIL qualification or deep understanding of ITIL concepts.
Understanding of Change Control processes and review of operations documentation.
Experience with telephony migration.
Experience working with Remedy or equivalent ticketing systems.

Education

Degree in electrical/electronic engineering, computer engineering or related discipline or equivalent preferred.

Send job

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.