Current vacancies at 4net Technologies:
Purpose of this position:
4net Technologies are an award winning provider of communications technologies and services to mid-market and enterprise businesses and the public sector both in the UK and Globally. Due to 4net’s accelerated growth, we have a requirement for an apprentice Systems Engineer who is motivated, sociable, has a “get it done” attitude and can perform as part of a high functioning team.
The primary function will be to ensure 4net continue deliver exceptional service to our end Customers. The applicant will be trained on Avaya IPO, CM and Enghouse EICC Platforms. The role will involve a mixture of Installation, Maintenance and Service Desk activities.
Ongoing training will be provided to keep the individual up to date with the latest Technology and cross training to cover 4nets Technical Portfolio.
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 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)
If you’ve got what it takes to be part of our award winning team apply today!
Our continued growth means that we are expanding our team of internal account managers to work as part of our account management team, developing our major and global accounts.
Candidates should be bright and ambitious self-starters with excellent communication skills and a focus on delivering excellent customer service.
Although extensive and continual training and development will be provided, you should ideally have at least 18 months experience in a similar role within the telecoms or IT sectors.
Salary package will be highly competitive and commensurate with experience, with the opportunity to exceed targets and salary.
If you’ve got what it takes to be part of our award winning team apply today!
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Purpose of this position:
To provide value to 4net customers by delivering a high quality, customer focused service delivery function to ensure that service levels and customer expectations are met or exceeded.
This role is a key customer interfacing position within 4net. The Service Delivery Manager will be responsible for managing the service delivery to assigned customers, ensuring operational and service excellence is achieved at every point in the Managed Service lifecycle and that the services are commensurate with the customers SLAs, as well as upholding the continuous improvement of service quality and customer satisfaction.
Main responsibilities
- Delivering a customer focused service delivery engagement model for identified Tier-2 4net customers
- Being a customer advocate for ITIL operating processes and procedures, namely Incident Management, Problem Management, Service Request Management and Change Management.
- Being a service escalation contact in support of the customer and the 4net service desk.
- Producing service reports to an agreed frequency and to present them at service reviews
- Attending services reviews to an agreed frequency and attending ad-hoc customer meetings as required.
- Identifying areas for service improvement and service innovation.
- Producing and updating processes and procedures, including associated documentation.
- Providing Priority-1 RFO reports through Route Cause Analysis.
- Transitioning identified 4net customers from project delivery into service.
- Ensuring appropriate SLAs and KPIs are implemented and achieved.
- 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.
Technical Profile
- To be ITIL certified – minimum ITIL Foundation certificate
- Have worked in a Managed Service environment, preferably within a Contact Centre
- Technically competent in delivering Unified Communication and Contact Centre solutions – preferably with Avaya
- Strong service delivery, project management and planning skills
- Excellent communication skills – both written and oral
- Able to produce reports and written documents
- Be customer focused and show passion for delivering service excellence and commitment
- Understand commercial issues
- Ability to meet strict deadlines
Use standard Microsoft applications e.g. Word, Excel, PowerPoint, etc.
Working detail
Based at: Manchester/Burton/London
Working times: TBC
Reporting to: Head of Service Delivery
If you’ve got what it takes to be part of our award winning team apply today!
Purpose of this position:
4net Technologies are an award-winning provider of communications technologies and services to mid-market and enterprise businesses and the public sector both in the UK and Globally. Due to 4net’s accelerated growth, we have a requirement for a Service Desk Engineer who is motivated, sociable, has a “get it done” attitude and can perform as part of a high functioning team.
The primary function will be to ensure 4net continue deliver exceptional Avaya Aura, Avaya IPO and Enghouse Maintenance Support to our end Customers. The applicant needs to have strong technical skills in Avaya Products. The role will involve maintenance activities including move and change requests from 4net’s end Customers.
Ongoing training will be provided to keep the individual up to date with the latest Technology and cross training to cover 4nets Technical Portfolio.
Main responsibilities
1. To ensure an excellent Service Delivery experience for customers
2. To ensure an excellent Customer Satisfaction score
3. Management of tickets and escalation to Manufacturers
4. Complete Tier 3 investigation
5. Adhere to the 4net Engineering 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: Manchester/Burton/London
Working times: TBC
Reporting to: Service Director, Service Desk Manager, Service Desk Technical Manager
Key competences
• 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)
• Key skills are Avaya Aura, Sys Man, SM, SBC, SIP.
If you’ve got what it takes to be part of our award winning team apply today!
Purpose of this position:
Tier Three provides an escalation point for tier two and will engage with manufacturers when cases are escalated. As the team remains relatively small Tier Three is also a front-line resolver group for customer faults.
The Tier 3 Engineer will be responsible for responding to technical customer incidents, problems and queries alongside customer (both internal and external) queries and requests for information. They are also responsible for dealing with escalations to manufactures and supporting the tier one team.
Ensuring our customers receive a service that exceeds their expectations is the primary function of this role.
Main responsibilities
1. Proactive management of case, following up with resolver groups to ensure case is managed through to a successful resolution, liaison with customer, management of third parties.
2. Ensuring cases are responded to within SLA and where appropriate Resolution Targets are met.
3. Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case. Particularly Avaya, Enghouse, Convergence Group and Geomant.
4. To support the management team to develop the strategic development of the service.
5. Managing upwards, being confident to take issues to a senior manager, with proactive suggestions around how to resolve issues
6. To work with the wider management team to develop and modify procedures throughout the service desk and the wider business to improve services to our customers.
7. The role carries a responsibility for both the Tier Two and Three function and the team members. The team leader is responsible for both areas and will need to ensure
that the team are properly trained, motivated and capable of performing their duties. The team leader must also complete objectives and show and adherence to KPIs, as
set by the line manager.
Key competences
The engineer must have excellent knowledge of the Avaya product portfolio and be capable of solving incidents to the highest level before requiring tier 4 support from the manufacturer. The following headline products are an absolute minimum requirement for the role:
- Avaya Aura Communication Manager
- Avaya Aura SBC
- Avaya Aura Session Manager
- Avaya Contact Centre Applications
Working detail
Based at: Manchester/Burton/London
Working times: TBC
Reporting to: Service Desk Manager
If you’ve got what it takes to be part of our award winning team apply today!