IT/Telecoms Support Engineer

IT/Telecoms Support Engineer required for dynamic and growing SME in Bristol

Job Type: Full-time, Permanent.

Route 101 provides and resells Cloud based services in the Hosted Contact Centre (CC), Hosted Telephony and Unified Communications (UC) markets as well as deploying Zendesk solutions through our Zendesk Practice.

As part of our dynamic and customer focused Support operations team the IT/Telecoms Support Engineer will support Zendesk and CC & UC implementations that transform the way our customers engage with their end customers and employees across the globe to deliver a “next generation” customer and employee experience.

Our best-of-breed partners are all market leaders including Zendesk, NICE CXone, Gamma, Lifesize, Calabrio, Key IVR, Sycurio and DigitalGenius, offering true innovation, cutting-edge technology, and next generation platforms.

In your role as IT/Telecoms Support Engineer you will:

• Troubleshoot and resolve incidents to support our customers on our various hosted service platforms.
• Escalate customer service incidents to our partner channels, ensuring key SLAs are maintained where applicable.
• Provide best practice recommendations and answer technical questions from our customers enabling them to leverage full potential from their solutions.
• Work with customers to configure enhancements to evolve their Route 101 deployed solutions.
• Create and update support tickets on our Support Desk systems and provide regular updates on incidents to our customers.
• Provide change and maintenance notifications to customers and field any associated queries relating to partner change activity.
• Maintain internal company IT systems as well as staff laptops and peripheral equipment.

To succeed in this role, you should have some of the following attributes:

• Be highly customer focused with a track record in providing excellent customer service.
• Have an understanding or have support experience of Azure, AWS or Office 365.
• Have experience working with and managing hosted/cloud-based technologies.
• Excellent written and spoken English.
• A degree in IT or a science-related subject, or equivalent.
• Be technically curious with an ability to learn a variety of new technologies.
• Have a “can-do” attitude, with a will and ambition to work across a wide range of leading technologies and partner solutions.
• Have strong organisational skills to manage their own work-loads while having the ability to work as part of a team within a busy technical environment.
  
  

The role is based in our Bristol Office in Hambrook with a balance between office presence and home working covering the hours of 08:30-17:30. Three days office presence and 2 days working from home following an initial 3 month probation and training period.

The successful candidate will also be included in the team’s on-call rota which is likely to operate 1 week in 6.

This is an excellent opportunity for an technology enthusiast to carve out a career in some of the most cutting edge technologies in this sector. Training on all partner platforms is included and career progression within the organisation is actively encouraged.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion or belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Please submit the form below to apply: