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Service Desk Engineer

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High Wycombe | Salary: £25,000 - £30,000 per annum

Added: 23 November 2016 (Ref: AFFSDE231116)

My client is looking for a Service Desk Engineer to join their expanding team

Job Description

As a Service Desk Engineer you will be the first point of contact for my client’s converged customers with cloud based IP telephony solutions. You will work in a dynamic and highly focussed team. You will be principally responsible for 1st line triage and trouble-shooting of VoIP solutions, undertaking standard change requests and liaising with my client’s partners who provide more in depth technical support.

This is a busy role with demanding clients and challenging SLA’s to meet. You need to be strong-willed, resilient and able to adapt and refocus quickly. This role is incredibly energetic, move at pace and priorities can change.  You will be willing to roll your sleeves up and muck in is essential. This is a very hands on role!


  • To monitor Incidents to ensure that the appropriate action is being taken to meet SLA.
  • Manage calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
  • Update customers by telephone, e-mail or portal on the progress of a support call or to ask for additional information.
  • Contact third party suppliers to log support calls, get updates on open support calls or request technical support.
  • Carry out remote diagnostic tests and checks when incidents are logged by customers.
  • Thoroughly triage all incidents determining where the issue lies, IP Telephony, WAN, SIP etc.
  • Attend major incident calls with customers and SDM providing technical updates where required
  • Implement simple remote changes for customers using the defined Change Management process
  • Liaison with internal departments, vendors and suppliers where required
  • Identifying and recommending improvements for the Managed Service Desk operation
  • Assisting in internal and external customer report generation.
  • Assist with ad hoc tasks relating to implementation projects, support projects or support administration
  • Regularly update open tickets in CRM with up to date and clear information.
  • Update customer specific documentation where required
  • Coach and share technical knowledge with lesser experienced colleagues
  • Ad-hoc duties as required.
  • Work in a small team within the Managed Services team delivering remote support covering a rota 08.00-18.30 and providing on call support outside these hours.

 Knowledge and Experience

  • Experience in the support of VoIP infrastructure technologies and VoIP protocols.
  • Experience dealing with customers, over the phone or face to face
  • Knowledge of IP Protocols / Networking including LAN / WAN / switches and routers
  • Knowledge of SIP
  • Knowledge of Mitel’s products including MiVoice Business, MiCollab, MiCC contact centre, IVR, ACD desirable or alternative vendor such as Avaya or Cisco Voice 


  • Mitel MCA or MCP level or equivalent vendor
  • CCNA (desirable)
  • ITIL Foundation (desirable)

Personal Skills and Attitude

  • A detailed and accurate approach to undertaking all duties
  • The ability to communicate both verbally and electronically in a clear, professional manner.
  • A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
  • At least one year’s experience in a technical role
  • The ability to work with minimum supervision and to maintain a high level of motivation and productivity
  • The ability to prioritise while under pressure
  • Strong ability to solve and troubleshoot problems remotely.
  • Able to work out of hours as part of an on-call rota.
  • Ability to deal with high impact, high profile, incidents and deal with senior level technical engineers
  • Client focused and with customer services mindset
  • A team player but able to work independently and be self-motivated
  • Enthusiastic, energetic and confident
  • Good PC skills, MS Office packages







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