Government Shared Service Engineer (Avaya)

Location: London

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FourNet have a requirement for someone to join our Government Shared Service team as a dual skilled support and professional services engineer dedicated to the central government projects.

The Government Shared Service Engineers primary role will be to ensure FourNet deliver continued exceptional service to all our customers and will have the opportunity to work on Avaya’s latest offerings such as Equinox client.

This role will require the Incident Support Specialist to be on call in a 1 in 4 week (minimum) basis.

Reporting to the Shared Services Service Manager.

Internal reference code: GOVSEA


Scope of responsibilities

  1. To ensure an excellent Service Delivery experience for customers and to maintain contracted SLA’s
  2. Management of tickets and associated SLA’s and ensure Operating Procedures are being maintained.
  3. Incident Management including incident resolution and customer liaison.
  4. Change Management including change execution and third-party liaison.
  5. Release Management including patching recommendations and execution.
  6. Problem Management including root-cause analysis and records upkeep.
  7. User account creation bulk and individual.
  8. Telephone support for third party helpdesk engineers.
  9. Project delivery and Prestaging participation; including development of applications and infrastructure solutions and installation at customer premises as required.


Technical Profile

  • Avaya UC specialist
  • Avaya CC & WFO specialist
  • Evidence of delivering Problem, Incident, Change and Release Management duties within contracted SLA’s
  • IT competent
  • Good MS Skills

Personal Attributes/Skills

  • Planning (vital for the role, to have good organisational skills).
  • Technical/Problem Solving (you need to demonstrate ways to overcome challenges).
  • Strong interpersonal skills
  • Documentation (strong written skills for update and reporting).
  • (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)

Traits and Behaviour

  • Focus on customers – committed to providing the best service to our customers in all that they do
  • Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
  • Can Do Attitude – Takes personal responsibility for getting things done
  • Growth – Proactively seeks ways to improve and grow the business

This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken. You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.


If you’ve got what it takes to be part of our award-winning team apply today!

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