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
