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FourNet is an award-winning provider of communications technologies and services to mid-market and enterprise businesses and the public sector both in the UK and Globally.
FourNet has built a business unit based in Central London to deliver projects and ongoing support to several large central government organisations. Due to these successes, FourNet has a requirement for somebody 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.
The individual will need strong communication skills and can deliver Problem, Incident, Change and Release Management duties within contracted SLA’s and will have the opportunity to work on Avaya’s latest offerings such as Equinox client.
Main 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 help-desk engineers.
9. Project delivery and Pre-staging participation; including development of applications and infrastructure solutions and installation at customer premises as required.
Technical Profile
- Avaya UC specialist
- IT competent
- Good MS Skills
Standards
- Planning (vital for the role, to have good organisational skills).
- Technical/Problem Solving (you need to demonstrate ways to overcome challenges).
- Interpersonal Skills (this is a given as the job is communication focused).
- Documentation (strong written skills for update and reporting).
- Teamwork. (You will be working as part of a multi-skilled tight-knit team, engaging colleagues to overcome multi-disciplinary challenges)
Working detail
- Based at: FourNet London Office
- Working times: Monday – Friday 08:30 – 17:00
- Reporting to: Head of Service Delivery
Application Form