£300.00 - £350.00 per day
about 2 months ago
ISDX & Avaya Support Engineer - SC cleared
Birmingham or Croydon
£300-350.00 per day - inside IR5
3 month contract with potential extensions'.
To deliver an excellent repair experience for my clients customers on the ISDX &Avaya Red/Blue products:
Taking ownership of reported issues, fix customer faults to the appropriate standard by involving and engaging with others where necessary to avoid unnecessary cost for the client
To provide technical support in line with required quality and performance targets.
Engaging in continuous improvement to deliver a more cost effective and efficient service and responding positively to changes affecting individual/team, openly questioning rationale if unclear
Technical Support skills: Provide complex technical support for ISDX & Avaya Red/Blue products, resolving technical issues using own skills
Ownership: To own technical issues until resolution including interfacing with the senior technical experts or manufacturer where problems are design related
Customer Satisfaction: Able to demonstrate the use of different techniques for achieving customer satisfaction and to develop long lasting solutions to customer issues.
Quality: To provide timely and appropriate updates to ensure all parties are kept fully informed and advised of all recommended technical information.
Continuous improvement: Take ownership of and contribute to continuous improvement activities to improve standard work and deliver a better customer experience.
a) Technical Support skills: Provide complex technical support, resolving technical issues using own skills, Judgement and experience to ensure systems availability to the customer to deliver the optimum availability of their solution.
b) Customer Satisfaction: Able to demonstrate the use of different techniques for achieving customer satisfaction and to develop long lasting solutions to customer issues.
To assist with 2nd line diagnostics where appropriate working to designated service levels to support our customers.
c) Quality: To provide timely and appropriate updates to ensure all parties are kept fully informed and advised of all recommended technical information.
d) Ownership: To interface with the senior technical experts or manufacturer where problems are design related, providing all necessary diagnostic history and results and ensuring that the manufacturer delivers a quality solution in agreed time scales.
e) Security clearance: To be able to access and work on secure sites.
f) Knowledge share: To provide technical information via contribution to published bulletins and technical newsletters or newsflashes
g) OOH work: To respond and provide Technical Support upon request, to meet customer commitments outside of standard operational hours, as part of rota team.
The ideal candidate will hold and keep up to date the appropriate accreditations required for Co- delivery of supported applications.