Job Description
The Tier 2 Collaboration Consultant delivers support, and proactive support and maintenance services to clients across multiple sectors. The Tier 2 Collaboration Consultant will form an essential part of the support team and will be responsible for ensuring that support services are delivered to Cinos’ customers in a manner that abides by agreed Service Level Agreements.
The role is customer facing, with interaction primarily taking place over telephone and email; however there may be instances whereby site visits and face-to-face interaction are required. There will also be a need to liaise with other internal departments and stakeholders, providing a high level of customer service at all times
Main Duties include:
- Management and resolution of technical issues escalated by Tier 1 Engineering resource.
- Processing and managing the queue of support tickets within the Cinos IT Service Management tool.
- Correctly recording all logged incidents and service requests/requests for information.
- Timely escalation of technical issues to other functional teams withing the Support team.
- Raising and owning the management of third party support cases
- Deliver proactive and reactive incident and problem management activities across supported infrastructures.
- Providing technical support and guidance regarding a change to the existing infrastructure.
- Development and deployment of internal tools designed to enhance the delivery of the Cinos Service Portfolio.
- Management and coordination of vendor TAC to abide by agreed service levels.
- Abiding by Cinos’ ITIL aligned Service Management processes to ensure customers are managed in a consistent manner and in line with Customer Service standards.
- Proactively building close and constructive work relationships with Cinos customers.
- Identifying continual service improvement opportunities within existing customers and ensuring that these opportunities are highlighted, recorded and delivered within appropriate timescales.
- Incorporation into the Cinos Out-Of-Hours On-Call Rota for periodic escalations out of hours
- Adherence to all Cinos environmental, health and safety policies.
- Understand the contractual and service level agreements (SLA) of individual clients.
- Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support all the company product range.
- Any other duties required for the role.
Job Types: Full-time, Permanent
Salary: £50,000.00-£55,000.00 per year
Benefits:
- Store discount
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Application question(s):
- Are you available for UK and EU travel?
- Are you aware of any reason why you would not pass security vetting at SC level?
- Do you hold or are working towards Cisco CCNP Collaboration certification?
- Do you have 3 years of relevant experience?
- Do you have experience working with Cisco technologies such as; CUCM, Unity, IM&P, SIP Protocols & Gateways, Call routing and fault investigation of logs and SIP traces?
- Do you hold a valid UK driving licence or are you willing to travel on public transport?
Reference ID: UCENGTIER2