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Avaya Helpdesk Engineer

 

Job Title: Avaya Helpdesk Engineer

Location: Fleet, Hampshire

Start Date: September 2017

ARE YOU LOOKING FOR A CHANGE?

Are you an Avaya Support Engineer looking for a new opportunity?

Well look no further, I have the job for you!

Our client is an award winning managed service business focused on the Telco space with revenues in excess of £30million. This well-established business are looking to bring on an Avaya Helpdesk Engineer to join their growing team.

The position would be based in their fast-paced office in Hampshire. This is a busy office with a lively atmosphere!

This is a support based role and you would be acting as a tier one and tier two escalation point for all Avaya tickets when necessary.

We want somebody who has at least 1 years’ experience in a similar role with Avaya Aura.

If you consider yourself a good communicator and have an interest in technology network then you sound like the one for us.

Do you think you would be a good fit? Does this excite you?

If so, please get in touch.

Call me on +353872560242 or email me on Niamh.connolly@ingenio-global.com

I look forward to hearing from YOU!

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Technical Support Engineer

CALLING ALL TECHNICAL SUPPORT ENGINEERS!!!

One of the biggest US HQ’d tech giants are coming to Ireland very soon – they’re REALLY big in the Artificial Intelligence space and will be basing their International HQ in Dublin. They have asked us to help them find THEIR FIRST Engineer, which is a massive opportunity in itself – You’d literally be No 1! You need to have experience of supporting international customers in Cloud or SaaS technologies in one of Telephony, Contact Centre, Application or Database. The role would be based from home initially, while they search for a perm Dublin office. You’d have to spend some time training with their gurus on the West Coast of the US.

Position Responsibilities:

  • Provide day to day functional and technical software application support to our global customers via phone and email communication.
  • Troubleshoot software application issues
  • Log customer reported defects in our case tracking system
  • Provide constant and ongoing communication with customers regarding support case progress
  • Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledgebase
  • Ensure proper, timely follow-up on customer requests to ensure service level agreements are met and client satisfaction is high
  • Work closely with the Customer Success Managers to escalate key issues to ensure Customer Satisfaction remains high

*

  • Position Qualifications:
  • Bachelor’s degree in Mathematics, Computer Science, Information Systems or related technical discipline
  • Extensive experience with technical support or software application support
  • Ability to easily grasp technical concepts and act as the liaison between the customer and other technical teams
  • Ability to grasp complex system workflows, understand cause and effect for actions taken in a business process or software system.
  • Ability to distinguish and communicate the difference between user error and actual system defects
  • Proactive: Willing to independently identify new problems and ask questions.
  • Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)
  • Experience with one or more of the following recommended: Web based programming languages, relational databases, HTML/content development
  • Special consideration for proficiency in the following languages: French and German
  • Special consideration for candidates with experience in any of the following:
  • Telephony Engineering (Working with phone systems, setup, configuration and call quality)
  • Microsoft Dynamics CRM administration
  • Salesforce CRM administration

Job Type: Full-time

Salary: €50,000.00 /year

 

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Avaya Support Engineer

Job Title: Avaya Support Engineer

Location: Manchester (Trafford Park)

Start Date: ASAP

Are you an Avaya Support Engineer, who is looking for an amazing new opportunity?

Well look no further, this is the job for you!

An award winning Avaya Diamond Partner known nationwide for communications technologies and services are looking to expand their team with talented professionals. Their customers are mid-market and enterprise businesses which operate within the public sectors both in the UK and Globally. They have a requirement for an Avaya Engineer (could be either Aura Communication Manager or IP Office) to join their growing Service Desk team. You will be self-motivated, sociable, has a “get it done” attitude. You need to be able to perform as part of a high functioning team.

Main Responsibilities:

  • Responsibility to ensure personal learning and development is maintained, and a full understanding of our client’s products and services to ensure you are comfortable in our client’s solutions
  • Management of tickets and escalation to manufacturers
  • Complete Tier 1-2 investigation & diagnostics, including enhanced monitoring

Experience/Skills Required:

  • You need to have engineering experience (either support or installation) with Avaya technology – either Aura CM or IP Office
  • Amazing customer service whether it be, on email, over the phone or face-face with clients
  • It is a must that the candidate has worked for a Service Provider/Systems Integrator/Business Partner previously

If this sounds like the job for you, please get in touch or apply here!

Email: catherine.trice@ingenio-global.com

QA Engineer – Dublin

Job title: Quality Assurance Engineer

Location – Dublin, Ireland

Salary – Exceptional salary, bonus & benefits

Client – Our client is headquartered in Dublin, with offices in New York, London and Singapore. They are a wholly owned subsidiary of a US headquartered business with revenues of $8bn. They deliver the latest generation of Enterprise Data Management (EDM) solutions to financial organisations worldwide.

Role Overview – Our client is seeking an experienced Quality Assurance Engineer to work as part of the expanding QA & Test function for its Managed Service which includes the testing framework for a large web-based application. Successful candidates will be self-motivated problem solvers with hands-on experience in QA & Test function with a desire to work in a fast-paced environment.

The purpose of this role is develop and maintain QA Test Cases (both manual and automated), ensure that quality assurance and testing is carried out in accordance with industry best practise and complies with strict audit standards. This role will involve working with offshore and onshore teams.

Responsibilities:

  • To create and execute test plans & cases and report on test execution.
  • Perform manual and automated testing on applications, software services and web based applications.
  • Involvement in Functional, Regression, Automation and Performance testing
  • To report on test progress to the QA Manager and/or QA Lead(s)
  • Represent QA function at team meetings when required

Key Requirements:

  • Degree in Computer Science/Computer Engineering required
  • 3-5 years’ experience as a Quality Assurance Engineer
  • Actively perform testing duties, as required to achieve project milestones
  • Exceptional attention to detail and proven ability to identify process improvement opportunities
  • Strong interpersonal/communication skills with ability to communicate and collaborate with Quality
  • Assurance, Development, Project Management and Business teams
  • Strong analytical skills
  • Knowledge of Test Case Management Systems desirable
  • Programming knowledge and/or knowledge of automated testing tools such as Selenium WebDriver and processes desirable
  • Working knowledge of web development frameworks and JAVA based technologies (e.g. HTTP, HTML, JavaScript, XML)
  • Technical skills and familiarity with use of technologies to aid in defect analysis (e.g. SQL, Unix)
  • Creativity and a pragmatic approach to the relentless desire to improve test coverage, effectiveness and drive to scale
  • Entering of product issues into an issue tracking database – Providing clear, articulate steps so that little follow-up is required from the development team
  • Ability to rapidly triage complex issues
  • Financial Industry experience desirable

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

 

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Linux Support Engineer-Dublin, Ireland

 

A position exists for an experienced Linux / Support Engineer for our client, a Cyber Security Vendor based in Dublin.

Support Requirements:

It is expected that this Linux Support Engineer would provide support to managed ICT environments as part of the Secure Managed Services team. Troubleshooting skills are essential. It will also involve working directly with clients as required.

  • The Linux Support Engineer selected must be willing to broaden their skillsets through training both formal and self-driven as required.
  • The individual must display good interpersonal skills, this position will involve working as part of a service delivery team and project team as required.
  • This Linux Engineering position will involve both project (new builds) and also support of existing client builds.
  • Any additional knowledge / expertise in networking (firewalls, switches routers etc.) and Windows environments including Server and storage support is also welcomed and should be highlighted.

Desired Skills and Experience

Essential Skillsets:

Minimum Linux skills required:

  • Install and configure linux (Debian and/or RedHat preferred)
  • Configure networking, dns, routing
  • Manage users, permissions, remote access (ssh)
  • Configuration of Apache
  • Usage of SSL certificates
  • Scripting in bash

Desirable Skillsets:

  • SQL server, particularly Oracle or MySQL
  • Tomcat, JBoss
  • Cisco IOS
  • Perl, Python

An attractive benefits package is available to right Linux Support Engineer with the desired skills, qualifications and experience.

your-next-role

Avaya IP Office Engineer- Bristol, UK

This is a brilliant opportunity for an Avaya IP Office Engineer to join one of Avaya’s highest potential growth partners in the UK.

This is a dual role in that you’ll be on client site (doing presales & installation work), and then being based in the office in Bristol when not engaged with clients.

You will join the Technical Support Team and provide high quality assistance to clients both on site and remotely.

This is a mixed and varied role, including technical support from the office in Bristol, on-site installations, pre-install system preparation, office based remote diagnostics and client support. Working with a key partner, there is a fantastic opportunity to cross knowledge transfer/train on ACCS, IPOCC and Aura

We will require some flexibility for some support out of hours support to clients & internal Service Delivery Managers.

You need to have the following skills / experience:

– Experienced in Support, Diagnostics, Maintenance, pre-building and testing of Avaya IP Office (SE and SBC, both in physical & virtual environment)

– Project managing new installations

– Good understanding & knowledge of setting up and configuring SIP trunks

– Good understanding of WAN/LAN and associated IP technologies

– Ensure personal accreditations are up to date and appropriate for work being performed and advising the business unit manager of the specialisations required

– Full UK Driving Licence

Required experience:

• Server Edition: 1 year

• Avaya IP Office: 2+ years

• Session Border Controller: Min 6mth preference given to 1+ year/s

Required licence or certification:

  • Driving License
  • AIPS & ACSS
your-next-role

New: Helpdesk Engineer – Fleet Office, Hampshire

Title: Helpdesk Engineer

Reports to: Service & Operations Manager

Location: Fleet Office, Hampshire

Salary: 18 – 25K

Job Purpose:

To log, manage and close tickets in our client’s CRM system and provide frontline support to customers and end users. To assign tickets to appropriate resource and escalate when required. To communicate effectively both internally and externally, providing updates to customers, engineers and third parties.

Key Responsibilities:

  1. Answering calls from the Siptel Support number, taking down fault specific details and logging these as a ticket into the helpdesk CRM Application.
  2. Logging support tickets that come in via emails.
  3. Performing initial 1st & 2nd line support to the end user and trying to resolve the fault, when possible, at first point of contact.
  4. Assigning and escalating tickets on to engineers and 3rd line support when required.
  5. Tracking all emails relevant to support tickets into CRM.
  6. Add updates to the tickets including tasks for site visits and phone calls.
  7. Log faults with 3rd parties and follow up any outstanding tickets with them.
  8. Monitor automated alerts, logging and investigating if needed.
  9. Complete daily tasks such as system checks on specific customer equipment.
  10. Assist with any internal IT issues, logging and escalating if needed.
  11. Involvement in the handover of projects from installation to support teams.

Additional Responsibilities:

  1. Attend product specific training and work to towards specific product certification.
  2. If required assist with project or maintenance, on-site work.
  3. Providing out of hours on call support to customers.

Key Requirements:

  1. Experience with Helpdesk or Customer Service
  2. Must be computer literate (Software/Hardware)
  3. Interested in Technology/Telephony/Networking/VoIP
  4. Use of Microsoft Office Applications
  5. Good Communication Skills
  6. Experience with Networks and Computers would be beneficial
  7. Experience with Telephony or VoIP would be beneficial

We are looking for a motivated and proactive individual that is interested in technology. Role is Monday to Friday 8:30 to 5:30 with occasional opportunities for overtime. Ideally the successful candidate will live within 20 to 40 minutes’ drive from our offices in Fleet. It is our desire to invest in individuals with training and development plans and help them with their career progression goals.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

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New: Technical Services Engineer – Fleet, Hampshire

Title: Technical Services Engineer

Reports to: Service & Operations Manager

Location: Fleet, Hampshire

Salary: 35 – 40K

Job Purpose:

We currently have a vacancy in our Fleet Office, for a Technical Services Engineer.  We are looking for a motivated proactive individual with a very broad and hands-on engineering experience.  The successful candidate will have previous experience and certifications [in installing, configuring and supporting leading-edge technology for our client’s customers to a detailed level.]  A competitive remuneration package will be offered to the right candidate together with the opportunity for career progression.

Key Responsibilities:

  1. Technical Escalations from the Helpdesk
  2. Engineering Project ownership and management
  3. To attend customer project meetings and conference calls when required
  4. To communicate effectively both internally and externally, providing updates to management, customers, engineers and any third parties
  5. Assisting Sales with Pre-Sales Enquiries
  6. Solution design & Consulting Services
  7. Complete Avaya EGB/ASD Designs
  8. Providing out of hours on call support to customers
  9. Working on the Helpdesk if and when required, including logging tickets, updating tickets and working with Siptel customers and relevant third parties to resolve tickets

Additional Responsibilities:

  1. Attend product specific training and work to towards specific product certification
  2. Help develop manufacture training requirements and credentials
  3. Help our client keep up-to-date with latest Avaya technology and products
  4. Become a role-model and mentor for other engineers

Key Skills/Requirements:

Candidates should have Avaya ACS/ACIS Certification or higher and have excellent experience of 5 or more of points the below, of which the first two are mandatory:

  1. Avaya Aura Communication Manager
  2. Avaya Aura Session & System Manager
  3. Avaya Aura Messaging (Aura/Modular Messaging/Intuity Audix)
  4. Avaya Aura Contact Centre Applications (ACD/CMS/AACC/BCMS/Wallboards)
  5. Avaya Elite Multi Channel (Formerly Avaya CCE/Contact Centre Express)
  6. Avaya Aura AES
  7. Avaya Aura System Platform
  8. ASD (Avaya Solution Designer)
  9. IP Networking (IP Network Fundamentals, Routing, Switching, QoS, VLAN)
  10. IP Services (DHCP, DNS, TFTP, HTTP, LLDP)
  11. Technical Documentation Skills, creating technical documentation.

We are looking for a motivated and proactive individual that is interested in development and in technology. Role is Monday to Friday 8:30 to 5:30 with opportunities for overtime. Ideally the successful candidate will live within 20 to 40 minutes’ drive from our offices in Fleet. It is our desire to invest in individuals with training and development plans and help them with their career progression goals.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

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New: Provision Engineer – London

Job Title: Provision Engineer

Location: London

Job Summary: Responsible for provisioning of Ethernet, IP and Voice related services, ensuring circuits are built in accordance with highest standards. This will require the individual to have a full understanding of the network to deliver the service in the most efficient manner while supporting other important functions such as Capacity Check Approval, Service Cancellation, and cascading the knowledge to other team members.

Essential Requirements:

1.Managing IP/Eth/Voice provisioning tickets

  • Target to meet 100% provisioning completion of ETH/IP/Voice orders
  • Work & troubleshoot with Provisioning Engineers globally to cover the orders of all regions to meet target dates
  • Provisioning records update and database maintenance
  • Service Cancellation for IP/ETH/Voice
  • Achieve earlier Provisioning Lead time whenever possible
  • Provisioning process is followed accordingly using the best network routes available
  • Provisioning according to the network planning and guidance provided
  • Escalate issues affecting the provisioning of orders as early as possible
  • Provide positions/demarks to SDM within 24 hours of assignment opening

2. Support

  • Provide assistance to Field Teams for IP/ETH/Voice service testing and implementation
  • Support to deliver urgent/expedite within target date given
  • Cross train team members on ETH/IP/Voice Provisioning

3. Capacity Support & Capacity reporting

  • IP/ETH/Voice Capacity Monitoring
  • Approving Capacity request for IP/ETH/Voice within 48hrs of request made
  • Support Presales & Solution team for Capacity request

4. Communication

  • Liaising with Planning, Service Delivery, Presales/Solution and supplier’s teams
  • Maintaining effective communication with SMC and respond to SMC queries
  • Provide inputs to improve existing process that will benefit the team and company in general

Preferred Experience /Skills:

  • Bachelor’s degree in electrical engineering or computer science is required.
  • 5+ years experience on network architecture and technology planning for Voice, Ethernet and/or IP networks in carrier and enterprise service provider environment.
  • Good understanding of L2 network and services based on MEF standards is highly desirable (ELINE, ELAN, E-TREE, IEEE 801.1Q, QinQ, MEN / CE Y.1731, GVRP, STP, ERPS)
  • Good understanding of the design methodologies and protocols used by service providers to build converged IP networks including IS-IS, OSPF, BGP, MPLS, LDP, RSVP, L2/L3 VPN, TDM Traffic Engineering, IPSec +GRE
  • Experience in control switch, Media Gateways, SIP, MGCP/H.248, Voice Compression/Decompression, SIGTRAN (M2PA/M3UA), SS7 Signalling Session Border Controllers (SBCs), VPN/IPSEC, Dynamic routing protocols BGP, OSPF
  • Cisco CCNP desirable
  • MEF CECP certification is a plus.
  • Ability to learn new technologies, troubleshoot IP and Ethernet services/networks.
  • Strong analytical and problem solving skills, with an ability to assimilate, analyse and correlate data from various network monitoring system, application, and security devices, logs, and alerts

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

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New: Data Support Engineer Tier 3 – Croydon

Job Title: Data Support Engineer Tier 3

Job Type: Full-time

Location: Croydon

Salary: 45-55K

Company Overview

  • Reports into the Business Solutions Engineering / Service Manager with primary responsibility for third tier support, within area of expertise, on all our clients managed services provided to both retail and wholesale clients ensuring that customer SLAs and Business KPIs are met or exceeded
  • SMC Technical Specialists will have responsibility for supporting the SMC Analyst(s) in resolution of the incidents and service requests passed to the appropriate resolving group

Role Overview/Role requirements

1. Impact on End Results Contribution

  • Reports into the Business Solutions Engineering / Service Manager with primary responsibility for third tier support, within area of expertise, on all our clients managed services provided to both retail and wholesale clients ensuring that customer SLAs and Business KPIs are met or exceeded
  • SMC Technical Specialists will have responsibility for supporting the SMC Analyst(s) in resolution of the incidents and service requests passed to the appropriate resolving group

Key accountabilities

  • Provide a third tier engineering service and service management to enterprise and government customers within the following Voice and Data products / services, of which the following are key products:
    • 3Com Voice and Data products
    • Cisco Voice products
    • Cisco Routing and Switching Data products
    • Cisco Security products
    • Cisco Wireless products
  • Provide appropriate technical expertise / advice, support and mentoring to first and second tier SMC Analyst
  • Analyse customers’ existing LAN / WAN in order to implement or recommend system modifications / enhancements
  • Monitor, identify and resolve incidents involving enterprise and government services ensuring all defects are fully resolved with minimum service disruption to customers and within the customers SLA
  • Be part of customer Change Advisory Board to ensure that all change approvals are submitted with correct technical information working within the boundaries of the customers own change control process
  • Responsibility to ensure that SMC knowledge base is updated with technical information (diagrams / processes) when services are added / updated by the appropriate business area along with information on incident fixes

2. Knowledge, Skills & Experience

  • Attend training courses and attain a Professional skill level, quantifying by taking any associated tests or exams
  • Attain a professional level qualification e.g. Cisco CCNA and/or CCNP, CCVP, CCNP Voice, CCNP Security, CCNP Wireless or Microsoft equivalent NB: these qualifications must be kept current
  • Study and Pass Specialist Exams to enable our client to attain Company Accreditation with manufacturers, which in turn would lead to the company receiving enhanced service, support, and product discounts
  • Detailed in-depth knowledge of LAN and WAN technologies with the capability to adapt as technology evolves

3. Influencing & Relationships

  • Develop good relationship with client, external suppliers and resolving groups working closely with the Provisioning and Global Enterprise teams for projects, allocated work and faults, ensuring we meet customer deadlines and SLA’s
  • Good contributor to a team, building strong mutually supportive relationships with all relevant areas of the business
  • Provide support and assurance to line management and first and second line during Major incidents
  • Build and maintain a professional relationship with all customers, ensuring the customer values

4. Communication

  • Continually promote our clients capabilities and credibility
  • Control client calls to provide confidence and assurance
  • Encourage the use of our clients best practice procedures and standards in and outside of department
  • Encourage feedback from clients on own and the company’s performance
  • Verbally communicate with people inside and outside the business, on a regular basis
  • Write correspondence, generally via email, on a regular basis e.g. requirements / information to others involved in projects, planned tasks, raising issues with suppliers, customers etc.
  • Write process documentation and reports
  • Must have a good understanding of the company’s strategic aims and marketing campaigns to be able to update customers when required
  • Share and collaborate information on faults and new installations

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!