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Systems Engineer

Location: South (London or Reading)

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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, highly motivated and keen team player who is driven by a passion for providing exceptional support for our customers.

What does the role involve?

  • Being responsible for Incident troubleshooting, fault finding, fixing and providing customers advice on their UC, Contact Centre systems, SIP and related integrated systems.
  • Providing system configuration changes for service requests.
  • Providing support within agreed SLA’s to ensure response and fix times are met in line with customers’ expectations and obligations.
  • Managing your assigned tickets using our Ticket management system to keep customers well informed, updated and communicated with at all stages of the incident or service request. Liaising and communicating with stakeholders both internally and with the customer or any 3rd parties to ensure resolutions are achieved within SLA’s.
  • Updating customer documentation and records and release management, end of service and support information for the systems assigned.
  • Keeping your skills current and relevant for all products you work on whilst maintaining certification, attending training, and staying on top of new versions and systems functionality available.
  • Have a proactive approach and mindset to dealing with customer systems, responding to alerts, notifications and using our monitoring tools to optimise and mitigate potential issues where possible and carry out audits and health checks.
  • Patching, updating or reconfiguring systems as required and liaising with Manufacturer support when required to address system bugs or issues or enhancements.
  • Provide clear input into Root Cause investigations and reports for the customer.
  • Be willing to work as part of a paid-on call rota system to deal with incidents outside of normal hours.
  • Contributing to IPI’s knowledge sharing activities such as knowledge articles webinars and videos, runbooks and internal training activities.
  • Being willing to travel to a customer site if required to resolve an issue. IPI strive to resolve most issues remotely.

You will have the following skills and attributes:

  • Excellent interpersonal and communication skills
  • A logical problem solver
  • Be a good collaborator, communicator and team player
  • Being 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
  • Good knowledge of ITIL practices

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

  • Avaya Systems including ACM and IP Office Systems and Adjunct products in the Avaya portfolio
  • Excellent working knowledge of SIP and ISDN. 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 such as Salesforce, MS Dynamics, CTI
  • Working with Virtual Environments such as VMware
  • Ability to deploy and trouble shoot within Windows operating systems and Linux environments
  • Any other Cloud UCaas CaaS systems including Genesys Cloud

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.