Professional Services Engineer

• Reporting to the Application Support Manager, the role is to be part of the Professional Services and B2B Operations engineering team and includes responsibility for providing implementation, support and design assistance for enterprise client projects.
• You will be closely aligned with the Professional Services Consultants to deliver an end-to-end service for customers relating to but not limited to Mitel, Session Border Controllers, Cloud Voice,  Connect for Teams and Operator Connect.
• You will have the opportunity to provide subject matter expertise on technical solutions, and act as a technical point of contact for implementation projects and in-life service delivery.
• You will be responsible for identifying, developing and assisting with the implementation of services to drive new revenue and achieve targets within the enterprise market.

• Communicate clearly to customers the service deliverables, delivery plan and ongoing progress
• Work with the teams to ensure customer satisfaction levels are exceeded
• Dress in a professional manner and always engage customers in a professional and courteous way
• Support all the Unified Communication Services as part of an out of hours on call rota
• Ensure the service is delivered to agreed budget
• Ensure the internal governance process is always adhered to
• Where clients are to be charged, ensure you are tracking your time diligently
• Ensure that Services/Projects are documented and delivered effectively
• Record and store customer meeting notes in relevant system (IT Glue/ Network Glue or Service Now)
• Identify risk areas and communicate these to the team if necessary
• Document projects and file when completed within internal knowledge base
• Hand over all necessary documentation to the end customer
• Ensure all customers set up or Equipment is recorded in the appropriate (Service Now)
• Update all customer tickets within the ticketing system (Service Now) at appropriate intervals, ensuring customers are kept informed with all development or progress.
• Ensure all updates are clear and next actions outlined
• Request training as and when required to assist with the position.  Provide a training and development platform that you will have full access to as well as manufacturer training and certifications
• Understand and comply with the licence and other regulatory rules and the Data Protection Law applying to the position.
• Understand and comply with the Health and Safety responsibilities relevant to the role as defined in the Safety Policy. Work in accordance with the safety procedures
• Undertake appropriate security awareness training covering information security, data protection, financial crime and payment card data and comply with their information security responsibilities.
• Due to the nature of this position, the postholder must hold a satisfactory Basic Police Disclosure.

• A sound and solid understanding of telecommunications and application delivery methodologies.
• A clear understanding and experience of working with SIP and VoIP systems
• A qualification in one or more of the following:
• SIP School Certified Associate (SSCA)
• Ribbon SBCE20 Edge Support & Implementation
• Microsoft MS700 - Teams Administrator Associate
• Microsoft AZ900 - Azure Fundamentals
• Mitel Certified Associate - Communications (MiVoice Business)
• Mitel Certified Associate - Unified Communications and Collaboration
• Demonstrates the ability to inspire and engage others through clear, confident, and motivating communication.
• Shows openness to learn, adapt, and take on new challenges or responsibilities.
• Maintains composure and professionalism under pressure or when dealing with complex situations.
• Acts with honesty, reliability, and transparency to foster trust among colleagues, partners, and customers.

• Ideal candidate would possess 3-7 years' experience in a similar role.
• Extensive product knowledge covering, Mitel, Ribbon and other industry standard solutions including SIP trunking
• Demonstrated ability to effectively communicate by phone, in person or in writing
• Experience of Microsoft voice products
• Experience of SIP messaging & protocols
• Shows initiative and acts independently to resolve problems
• Demonstrated high levels of accuracy with excellent time management and organizational skills
• Experience in customer relationship excellence with the confidence and presence to successfully discuss and advise customers
• Demonstrated ability to achieve successful outcomes in handling difficult situations and work with customers at all levels

Your specialist: Debbie Amankwa

Quote job ref: 16186

Hi, I'm Debbie and I look forward to receiving your submission for this fantastic opportunity with this business.

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