The Premium Technical T1 Engineer is a key point of contact for our converged customers with cloud-based IP telephony solutions. The Technical Engineer is responsible for undertaking technical change requests, troubleshooting and resolving simple to medium complexity technical issues. The Technical Engineer liaises with principal engineers and partners who provide more in-depth technical support, where required.
Experience working in a relevant technical role (desirable)
Working knowledge of cloud based telephony solutions
Knowledge of IP Protocols, Networking including LAN, WAN, switches and routes and SIP
Excellent communication skills with effective organisational skills is a must
Strong IT skills
Excellent problem solving and analytical skills
Outstanding attention to detail and accuracy
Logical and structured approach to work
A positive “can-do” attitude
Customer focused and passionate about service
Strong decision-making skills
Able to work with minimum supervision and maintain high level of motivation and productivity
Able to manage workload and prioritise based on business requirements while under pressure.
Able to communicate technical issues and resolutions to people of varying technical levels
Monitor incidents to ensure that the appropriate action is being taken to meet SLA
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
Use technical skills to assess and troubleshoot incidents, determining where the issues lie, and then working to resolve these issues
Use technical skills to carry out updates and changes requested by our customers on our cloud voice platforms
Assist in internal and external customer report generation
Assist with ad hoc tasks relating to implementation projects, support projects or support administration
Join major incident calls with customers and SDM providing technical updates where required
Regularly update open tickets in our incident management platform with up to date and clear information
Update customer specific documentation where required
Holidays 25 days + bank holidays and buy/sell options
Other Leave Birthday day off, 12 paid hours for flexible use, Volunteer day
Lifestyle 9% combined pension contribution and 4x salary life assurance
Rewards Quarterly and annual employee awards, discounts on tech
Socials All-expenses-paid company events
Development In-House Training Academy
Wellbeing 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
Onecom is the UK’s leading business telecoms and cloud communications provider managing over a million services for 80,000+ business customers - delivering communication services and unified solutions across fixed-line voice, connectivity, and managed cloud.
Onecom’s customers include Farrow & Ball, Thwaites, Celtic Manor, Laithwaite’s Wine, Yorkshire Building Society and 118 UK Ltd.
Recent awards include Five9 EMEA Innovation Partner of the Year Award, ‘Best Customer Service Award’ at the Mobile News Awards; and it has been named Vodafone Strategic Partner of the Year for the last 13 consecutive years.
