Role: Managed Service Desk Engineer (T1)
Location: Whiteley
Salary: £25,000
Hours: Mon - Fri shift pattern between 7:30am and 6:00pm (37.5 hours per week)
As a Managed Service Desk Engineer (T1), you will be the primary point of contact for our customers utilising cloud-based IP telephony solutions. Your responsibilities will include managing technical change requests, troubleshooting and resolving technical issues, and liaising with senior engineers and partners for more complex matters.
Key Responsibilities:
- Monitor incidents and ensure timely resolution within agreed service level agreements (SLAs).
- Provide regular updates to customers on the progress of support calls.
- Coordinate with third-party suppliers for support requests.
- Utilise technical skills to assess, troubleshoot, and resolve technical issues.
- Implement customer-requested updates and changes on our cloud voice platforms.
- Contribute to internal and external customer reporting.
- Assist with ad hoc tasks related to implementation, support projects, and administration.
- Participate in major incident calls, providing technical updates as needed.
- Maintain up-to-date and clear information in our incident management platform.
- Update customer-specific documentation when necessary.
- Perform other duties as assigned.
Ideal Candidate
- Experience in a technical role, understanding of Mitel solutions (desirable), and knowledge of cloud-based telephony, networking, and IP protocols.
- Excellent communication and organisational abilities.
- Strong problem-solving, analytical, and decision-making skills.
- Accurate and detail-oriented approach to work.
- Passionate about providing exceptional customer service and building strong relationships.
- Ability to manage workload effectively, prioritise tasks, and work under pressure.
- Collaborative and team-oriented approach.
- Self-motivated and able to work independently.
Onecom Perks and Benefits:
Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year
Birthday Break: Day off for your birthday, during your birthday month
MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks
Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme
Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support
Pension: We offer 9% combined pension contribution
Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support
Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption
Rewards: Quarterly employee reward programme and annual awards
Discounts: Discounts on tech
Referral Incentive: You'll receive a bonus for each successful friend or family member you refer
Socials: Work hard and play hard with our all-expenses paid company events and parties
Foundation: Get involved in fundraising activities and events for our Charity partners
Academy: Limitless professional development with access to our in-house training academy
Who we are
Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.
We've built an award-winning team of 650+ ambitious, inspiring and innovative individuals.
We're driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves. Want to join our journey? Apply Now.
Equity, Diversity & Inclusion
Onecom wants to meet the aims and commitments set out in our Equal Opportunities Policy. This includes not discriminating under the Equality Act 2010 and building an accurate understanding of the make-up of our talent pools in encouraging equity, diversity and inclusion. We ask candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and the data gathered will be used to inform our future initiatives.
Notice to Recruitment Agencies
Onecom operates a direct sourcing model and does not accept speculative CVs