Support Engineer

Full Time
London, United Kingdom
Posted 2 months ago

PingCo is a SaaS provider that enables large telecommunications companies and its providers to manage and sell Voice to their customers. Established in 2011, PingCo has grown to work internationally with global customers.


Their engineers, systems administrators and solutions architects solve complex technology challenges and take organisations into the future. A role at PingCo means being at the forefront of technology, leading the way in the TaaS industry, working with experienced tech experts, and being supported to grow ideas and reach your potential.

Key Responsibilities

  • Logging and actioning support tickets
  • Managing incidents and requests raised by our customers clients
  • Managing critical incidents and communicating updates to key stakeholders
  • Networking – router, switch, firewall and WAP administration, connectivity, and internet
  • Email – creation, settings, and troubleshooting
  • Office365 – creating new accounts, users, settings, administration, migrations & implementations
  • Managing tickets SLAs
  • Active monitoring of network services
  • Managing internal projects
  • Managing external projects
  • Customer management within our CRM
  • Network Documentation
  • Manage escalation to vendors and carriers
  • Building knowledge and attaining certification as required
  • Attend training and complete certification as required
  • Managing customer faults
  • Managing customer queries on desktop practice or using the product
  • Dealing with L1, L2 and L3 tickets
  • Handling operational queries on how to use the product

Key Company Expectations

  • Showcase professionalism and consistently produces high quality work on or ahead of time
  • Takes initiative, is a positive team member, and exhibits strong communication skills
  • Able to work independently and proactively without support

Essential

  • Minimum 3 years’ experience required in a service desk or similar role
  • Strong understanding of cloud technologies including networking, Microsoft office 365, virtual servers, managed services, and SIP
  • Proficiency with Cloud telephony solutions including MS Teams
  • Knowledge of voice networking and routing, installation and maintenance of session border controllers
  • A solid understanding of networking and switching
  • Excellent customer service should be second nature to you, and you should bring strong problem-solving skills and communication skills to the team
  • Willingness to learn new technologies and maintain strong awareness of market trends and changing technology
  • Be available to be on the on-call roster
  • Ability to time manage
  • Attention to detail being a key trait
  • Technical ability in Information Technology
  • An enthusiastic individual
  • Driven and highly motivated professional who can operate within a plan but also show innovation and initiative
  • Positive can-do attitude, strong communicator, trustworthy and a team player

Desirable

  • Experience using Zendesk & other similar systems, with transferrable skills
  • Experience working for a telecommunication company in a voice engineering role

Job Features

Job CategoryIT and Services Industry
WorkplaceOn-site
Job NatureFull Time
Job LevelMid-Senior Level

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