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Resident Managed Services Engineer

Location: Manchester

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Job details

Do you want the opportunity to join an exciting team of people who are obsessed with providing exceptional customer contact?

We are seeking a high-performing, self-motivated individual who is driven by providing exceptional support for our customers.

Our busy customer currently has an opportunity for a professional and experienced individual to fill the role of Resident Managed Services Engineer. In this position, the successful applicant will be responsible for providing resident onsite support to their mission critical systems. This is a flagship resident role so requires the very best candidate across both hard and soft skills to fulfill the position.

What does the role involve?

  • Onsite, dedicated, customer support five days a week.
  • Manage all queue based assigned tickets, using our Ticket management system to keep customers well informed at all stages of the incident or service request. Communicating internally to the customer, to IPI, or externally to 3rd parties such as Avaya to ensure resolution of tickets within SLAs.
  • Responsible for Incident management, Incident troubleshooting and resolution, and providing customer best practice advice on their UC and CC estate.
  • Provide Change management functions and manage changes for incidents and service requests.
  • Provide support within agreed SLAs to ensure response and fix times are met in line with the customer’s contractual agreement.
  • Maintain KPI’s aligned with the customers contractual agreement.
  • Regular updating of all customer documentation including release management, end of service and support information for the customer estate.
  • Have a proactive approach and mindset to dealing with the customer systems, proactively responding to alerts, notifications and in using our monitoring tools after the relevant training has been given.
  • Own and manage patching, including updating records of the customer estate as contractually agreed, liaising with Manufacturer support where required to address system bugs or issues that may need manufacturer intervention to resolve.
  • Provide clear input into Root Cause investigations and reports for the service delivery manager prior to monthly service reviews.
  • Agree to work as part of an on-call rota system to deal with incidents outside of normal hours
  • Contributing to IPI’s knowledge sharing activities such as knowledgebase articles, webinars and videos, runbooks, and internal team training activities.
  • Be comfortable being part of a high performing team, be prepared to ask questions and challenge the normal and suggest improvements to the benefit of the customer and IPI.
  • Encourage the customer adoption of enhanced services and other IPI offerings.

You will have the following skills and attributes:

  • Excellent interpersonal and communication skills.
  • A logical problem solver.
  • A self-motivated attitude to learning, keeping your skills current and relevant for all products you work on whilst maintaining certification, attending training. Keeping yourself updated on new versions and functionality available.
  • Be an excellent collaborator, communicator, and team player.
  • Can remain calm under pressure and communicate throughout a high severity incident.
  • Be able to multitask whilst managing multiple tickets at a time.
  • Have a strong sense of customer service and appreciation of delivering service excellence against our philosophy of providing Exceptional Customer Contact.
  • Be willing to work out of normal hours to carry out specific maintenance tasks that may not be possible during normal hours, IPI pay overtime.

You will need to have the following relevant technical skills and demonstrable experience:

  • Avaya Systems including Avaya Aura Communication Manager, a very strong working knowledge of Aura Contact Centre and Adjunct products including WFO, SBC’s, Messaging, AAEP and POM.
  • You will work very closely with the Service Delivery Manager and the customer as part of a tight-knit team so a good working knowledge of ITIL is essential.
  • Excellent working knowledge of SIP, being able to troubleshoot using tools such as Wireshark.
  • IP Networking experience with LAN, WAN and VLANS and connectivity to IP telephony systems.
  • Product integration knowledge as Salesforce is a customer used product.
  • Virtual Environments such as VMware, basic knowledge of ESXi Hosts is preferred.
  • Be comfortable in patching applications such as Linux and MS Windows servers.

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world's leading information and communication technology vendors; enabling us to deliver award-winning, value-add solutions.

We are an agile, highly accredited organisation with over 20 years' heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.

What we offer:
  • A great working culture in impressive new offices, all the fruit you can eat and coffee on tap
  • A competitive base salary and benefits
  • One day off each year to volunteer for a charity or cause close to your heart
  • A highly motivated and social working environment with a collaborative spirit and active CSR champions
  • Career development and training opportunities
  • Ability to work from home and from other offices

If you would like to apply for this role, please send your CV to recruitment@ipintegration.com

When applying, please provide your salary expectations.

Due to the number of applications we expect to receive, we regret that we will only be able to respond to those that are shortlisted. If you haven't heard from us within 21 days, then your application has not been successful. We thank you for your interest in IPI.