Managed Service Desk Engineer - T1

at  Onecom

Role: Managed Service Desk Engineer (T1)
Location: Whiteley
Salary: £25,000
Hours: Mon - Fri, shift pattern between 7:30am and 6:00pm (40 hours per week)
As a Managed Service Desk Engineer (T1), you will be the primary point of contact for our customers utilising cloud-based IP telephony solutions. Your responsibilities will include managing technical change requests, troubleshooting and resolving technical issues, and liaising with senior engineers and partners for more complex matters.

WHO WE ARE

Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.
We’ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.
We’re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves. Want to join our journey? Apply Now.

• Monitor incidents and ensure timely resolution within agreed service level agreements (SLAs).
• Provide regular updates to customers on the progress of support calls.
• Coordinate with third-party suppliers for support requests.
• Utilise technical skills to assess, troubleshoot, and resolve technical issues.
• Implement customer-requested updates and changes on our cloud voice platforms.
• Contribute to internal and external customer reporting.
• Assist with ad hoc tasks related to implementation, support projects, and administration.
• Participate in major incident calls, providing technical updates as needed.
• Maintain up-to-date and clear information in our incident management platform.
• Update customer-specific documentation when necessary.
• Perform other duties as assigned.