Main responsibilities

1. To ensure an excellent Service Delivery experience for customers and to maintain 4net contracted SLA’s >95%

2. To ensure an excellent Customer Satisfaction score for all implementations

3. Management of tickets and escalation to Manufacturers

4. Complete Tier 1 and Tier 2 investigation

5. Adhere to the 4net Helpdesk Procedures

6. Responsibility to ensure personal learning and development is maintained, and a full understanding of our products and services to ensure you are comfortable in 4net solutions.

Working detail

Based at: 4net Manchester Office (Trafford Park)
Working times: Monday – Friday 08:30 – 17:00
Reporting to: Head of Service Delivery

Standards

• Planning (vital for the role, to have good organisational skills).
• Technical/Problem Solving (you need to demonstrate ways to overcome challenges).
• Interpersonal Skills (this is a given as the job is communication focused).
• Documentation (strong written skills for update and reporting).
• Team work. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)

Scope of responsibilities

1. To ensure an excellent Service Delivery experience for customers and to maintain contracted SLA’s.
2. Management of tickets and associated SLA’s and ensure Operating Procedures are being maintained.
3. Incident Management including incident resolution and customer liaison.
4. Change Management including change execution and third party liaison.
5. Release Management including patching recommendations and execution.
6. Problem Management including root-cause analysis and records upkeep.
7. User account creation bulk and individual.
8. Telephone support for third party help-desk engineers.
9. Project delivery and Pre-staging participation; including development of applications and infrastructure solutions and installation at customer premises as required.

Technical Profile

– Avaya UC specialist
– IT competent
– Good MS Skills

Traits and Behaviours
– Focus on customers – committed to providing the best service to our customers in all that they do.
– Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’.
– Can Do Attitude – Takes personal responsibility for getting things done.
– Growth – Proactively seeks ways to improve and grow the business.

Personal Attributes/Skills

– Planning  – vital for the role, to have good organisational skills.
– Technical/Problem Solving  – you need to demonstrate ways to overcome challenges.
– Interpersonal Skills  – this is a given as the job is communication focussed.
– Documentation  – strong written skills for update and reporting.
– Team work  – You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges.

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken.  You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.

Scope of responsibilities

1. Installation and configuration of large-scale enterprise PBX and contact centre solutions. Ability to deliver solutions working independently or as part of a team where necessary.

2. Project engagement as a dedicated project engineer, delivering large scale projects from inception through to completion with support handover. Create and manage project documentation such as high/low level designs, technical requirement capture forms etc.

3. Support for sales and pre-sales with customer engagements. Ability to attend meetings, calls and potentially present to customers during tender and sales negotiation processes. Ability to demonstrate extensive technical knowledge in customer facing scenarios.

4. Engagement with smaller scale mini projects and maintenance escalations

5. Training and Accreditation
a. Coordination of training to meet Capability and Accreditation goals.
b. Ensure personal learning and development is maintained

6. Avaya administration – PLDS & support site administration – license generation and administration

7. Deliver/support in ad-hoc projects as required, working to agreed timescales and collaborating with appropriate internal and external stakeholders.

Personal Attributes/Skills

–  Effective communication skills
–  Problem solving skills
–  Self-motivated

Technical Profile

• Strong technical skills for Avaya AACC and ACCS
• Avaya Aura experience preferred
• SBC/Session Manager/System Manager experience
• Extensive IT knowledge
• Nortel CS1000 experience preferred

Traits and Behaviour

• Focus on customers – committed to providing the best service to our customers in all that they do
• Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
• Can Do Attitude – Takes personal responsibility for getting things done
• Growth – Proactively seeks ways to improve and grow the business

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken.  You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.