Support Specialist
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| Job Type | Contract |
| Area | Hertfordshire, England |
| Sector | Consultancy / IT |
| Salary | GBP 250 - 350 Day Rate |
| Advertiser | Eurobase People |
| Job Ref | 25388 |
| Job Views | 46 |
- Description
- MANCHESTER - £392 PER DAY - CONTRACT
SUPPORT SPECIALIST
JOB DESCRIPTION:
- To provide technical support for the contact centre systems that underpins the Global Service Desk business.
- Technical activities performed through Incident, Problem, Request, Change and project tasks.
- Proactive maintenance activities including, daily checks, license and capacity management across all systems.
ACCOUNTABILITES:
- Manage the Incident and request management ticketing queues to the agreed process and procedures
- Analysis and resolve faults across all systems and services supporting GSD. Where faults cannot be resolved, ensure all technical investigation activities are documented and an incident is logged with the supplier(s) and managed through to completion
- Perform technical activities and tasks to agreed procedures and standards
- Perform proactive maintenance activities across systems to the agreed process and procedures. This includes system daily checks, capacity, performance and license management activities
- Manage problem investigations through to completion, ensuring all technical activities are documented and communicated appropriately
- Raise system Changes for technical activities that need to be performed under the change management process
- Manage and perform technical tasks for other projects, including service improvement and system upgrades
- Considers security & potential legal constraints in work
- Perform on call duties for department
ESSENTIAL SKILLS & KNOWLEDGE:
- Proven capability / working knowledge / technical operating and support experience (2 years):
- Avaya Communication Manager & or other Avaya systems
- Operating systems: Microsoft Windows, Linux (Red Hat)
- Telecoms and IP networking knowledge
- Uses broad range of information systems, technology functions and applications in line with IT industry standards
- Demonstrates analytical and systematic approach to resolving complex problems and assignments
- Demonstrates an organised approach to work
- Demonstrates excellent attention to detail
- Proven ability to work under pressure and to tight deadlin
DESIRED SKILLS AND KNOWLEDGE:
- Proven capability / working knowledge / technical operating and support experience:
- Avaya applications: Experience Portal (IVR), Application Enablement Services (AES)
- Verint applications: WFM & WFO
- Protocols: HTTP, TCP/IP, H.323, SIP, Voice Codecs G7XX
- Web and Application servers: Apache, Tomcat, Microsoft IIS
- Reporting applications: Avaya, RMG (IVS), ServiceFlow, Excel
