Technical Support Engineer - Voice & IP Solutions
- Kingston upon Thames
- Permanent
- Full-time
- Provide technical support for the design, implementation and resolution of issues with C&W Business solutions.
- Provide effective technical support on the various networks (LAN/WAN, etc.) and technology systems.
- Provide tier 2 supporting activities for the installation of new and existing C&W Business telecommunications solutions, technologies, network elements, software and hardware to ensure all requirements are met within the agreed SLA.
- Maintain all related network software by applying any vendor updates.
- Ensure backups are completed for C&W Business and customer owned telecommunications networks, e.g. PBX and converged solutions; ensuring backups are completed as required.
- Perform root cause analysis of failures within related networks and provide recommendations for quick resolution through established channels, e.g. Technical Assistance Centre (TAC) Lab; providing End-User training where required.
- Notify promptly all relevant technical teams of any security breaches detected, and quickly reconfigure affected networks to minimize cost and maximize throughput.
- Provide technical support to product development, sales and engineering teams during the design and enhancement of C&W Business customer services, products and solutions.
- Support the Post Sales group with the checking and signing-off of customer equipment upon arrival at C&W Business in-house facilities/stores.
- Perform bid solution support whenever C&W Business is developing RFP responses for potential customers.
- Ensure all critical and non-critical faults are escalated to vendor/manufacturers support according to established processes.
- Ensure all defective equipment associated with C&W Business customer solutions are processed according to the (Return to Manufacturer) RMA process.
- Recommend any enhancements to network/system technologies, e.g. hardware, software to optimize cost benefits for the customer.
- Provide integral support in all internal Enterprise project(s) that support the business’ operations and services.
- Implement upgrades and scheduled maintenance activities on PBX, Data and Converged Solutions.
- Keep abreast of developments, e.g. training; certifications in the industry to ensure all colleague expertise continue to be in line with regional and international standards.
- Ensure that consistent and correct information is provided towards ensuring that relevant customer databases and systems are kept up-to-date, e.g. SAP, Liberate, ACUT, SCCD.
- Prepare and submit ad hoc, weekly, monthly reports as well as customer incident reports.
- Perform any other job related duties that may be required.
- Degree in IT/Electrical or Electronic Engineering / Telecommunications / Computer Science or relevant equivalent.
- An industry recognized certification such as – CCNA/CISCO, ACIS/Avaya etc.
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.