2nd Line Support Engineer / IT Support Engineer / IT Helpdesk (Permanent)

Job Title: 2nd Line Support Engineer

Location: Hemel Hempstead

Salary: £30,000 - £40,000 + excellent benefits and superb working environment

Job Type: Full Time, Permanent (37.5 hours per week)

Working Hours: 9.00am to 5.30pm Monday to Friday + some on call

The Company is an exciting established Technology company providing some of the largest businesses in the UK and globally with customer service and payment solutions. Their customers include some of the best known brands across the world in the UK, US and Australia.

Today, their aim is simple: To help their customers make every contact centre experience satisfying and secure for consumers. Come and discover what's refreshingly different about them.

Their Culture:

They work in an award winning, colourful, dynamic and collaborative environment where you will find flexibility, an open plan office and excellent opportunities for career growth. Their cross-departmental teams work on exciting projects, releasing new technologies to a wide range of clients.

With over 250 colleagues spread across the globe, they are a friendly bunch with a lot of knowledge and exciting plans. They are serious about what they do, but they certainly have a sense of humor. They are brimming with friendly, energetic and creative individuals, who are proud to be a part of their unique success story.

Their values sit at the heart of their culture and are summarised below.

• They Encourage and support everyone to grow
• They Challenge, listen, and are open minded to change and suggestions from others.
• As trusted advisors, they use their Knowledge to solve challenges and deliver the best for clients
• They take personal Ownership to strive for excellence in whatever they do
• They are welcoming, embrace diversity and respect each other in a spirit of true Humanity

The Role:

Join a multidisciplinary team as 2nd line support. This Hemel Hempstead office based roll is varied, mixing support and project work, supporting their own 10,000 port IVR payments platform, telecoms infrastructure and backend servers used by a multitude of UK and international blue chip clients, based in two UK data centres.

Gain exposure to a cloud native DevOps culture as they build out their next generation backend platform.

Own transport is required for occasional data centre visits. Usual office hours, Monday to Friday, with some limited out of hours work, done from home.

Key responsibilities:

• Support their 10,000 port IVR Linux based platform
• Set up / support SIP trunks to multiple carriers and clients
• Assist first line support troubleshooting telephony/IVR client reported issues
• Build out platform expansion
• Be involved in new client projects

The candidate will be familiar with Linux and/or SBCs and 60% of the other skills listed. Training will be provided for missing skills.

Key Requirements:

Required Technical Skills

• Ribbon SBC
• SIP Trunking
• ISDN
• VXML / Nuance Speech Recognition
• Monitoring (Nagios / Cacti / Splunk)
• Linux
• Scripting
• DNS
• Apache/PHP
• Router & Switch fundamentals
• PCI DSS

Other skills / desirable:

• DevOps
• MySql/Postgres (Operation / Queries)
• Test automation
• Encryption
• Asterisk/FreePBX
• EMC

Company benefits

• 25 days holiday and increases with service
• Excellent Share Incentive Scheme
• Life insurance
• Simply Health scheme
• Access to group Bupa membership scheme
• Pension scheme
• Discretionary annual bonus
• Employee Recognition schemes
• Free tea, coffee, fresh fruit and snacks
• Relaxation floor (lunch area, quiet room, pool table, Xbox)
• Well-being initiatives, such as in-house Reflexology and Sports Massage
• Discounted offers
• Team days and Volunteering events
• Christmas & summer company events
• Focused on education and training (conference attendance, higher education sponsorship)
• Thinking and Drinking sessions

Please click the APPLY button to send your CV & Cover Letter for this role.

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