ABOUT US Konecta is a leading innovative global service provider in customer management business process outsourcing, with 130,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of approximately €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce. RESPONSIBILITIES ● Experienced 3rd line support engineer to deliver support to our customers for our voice and data products ● Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication ● Communicating effectively with customer resources throughout the management structure to ensure a positive customer experience ● Detailed problem reproduction on support test labs ● Working with the team to ensure daily case allocation is managed ● Highlighting areas of risk as soon as they are apparent ● Perform change management including raising RFC’s ● Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents ● Development and management of knowledge base ● Troubleshoot and triage 3rd line faults through to development. ● Any ad hoc duties as are reasonably requested by the business. REQUIREMENTS ● Minimum 3 years experiencing working within an IT/Telephony Support role ● Good Software skills including configuration and installation of Operating systems including Linux, MS server 2012 - 2022 ● Knowledgeable on hardware ● Understanding of Network Technologies including TCP/IP DHCP, VLAN and various WAN technologies ● Good knowledge of how the Internet works (HTTP/HTTPS and DNS) ● Problem solving ability, creativity to "think-outside-the- box", and proven track record in proposing and implementing new solutions for customers. ● Agility/ability to work at pace and to tight deadlines ● Customer Facing experience with the ability to demonstrate being able to manage the support requirements of demanding customers ● Experience with Virtualisation (VM Ware, Hyper V, and Virtual box) ESSENTIAL CERTIFICATIONS AND QUALIFICATIONS ● A degree in a relevant technical subject (Desirable) ● CCNA Collaboration, Avaya, Mitel or similar Telephony certification (Desirable) ● Experience with SIP, RTP, G.711, G.729, H.323 or similar telephony exposure/knowledge – Highly desirable. ● Linux / Microsoft Windows Server - MSCE/MSCA ● Cloud Technologies ● ITIL V3/V4 foundation ● Knowledge of SQL, Apache, IIS, Telecoms and experience working in/and supporting contact centers/Financial services would be advantageous ● Experience with containers and Microservices Architecture Cloud technologies similar to Docker, Kubernetes, ElasticSearch ● Configuration and installation of Linux WHY WORK WITH US? ● Konecta has a fun and sociable team environment working culture ● Pension Scheme with Standard Life ● Aviva Life Insurance ● Eye test vouchers and discounts ● Discounted corporate gym membership ● Involvement with local charities and fundraising days ● Campaign specific benefits including discounts, incentives and prizes ● Recommend a friend scheme paid reward of £500 ● Apprenticeship qualifications ● Recognition and reward schemes with Love to Shop Voucher rewards ● Cycle to work scheme ● Tech scheme
