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Systems Engineer

Employer
IPC Systems, Inc.
Location
UK
Salary
Competitive
Closing date
23 Feb 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

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.
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