Trade Voice Support Engineer
Trade Voice Support Engineer
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1 Vacancy
Job Description
Job description
Natilik is a Global Technology Solutions Partner.
Our mission continues to be two-fold; growing a brand that is seen as the industrys Confident Guide sat between the vendors who make technology and our clients who want to use it to help deliver the outcomes most important to them. We offer products services platforms applications and expertise to help. We also want to continue to build a business that we can be proud of with a focus on five stakeholders: clients people partners communities and shareholders; putting our people at the heart of everything we do. From the small and simple to the large and complex we want a life-long partnership a company our clients and employees can rely on.
There has never been a more exciting time to take a step into the world of digital transformation and were looking for individuals to confidently guide our clients on their journey.
The Role
We are seeking a skilled and motivated Technical Support Engineer to join our dynamic Managed Services team. Working directly with one of Natiliks strategic global clients. The individual will be embedded directly into the clients voice team acting as the primary Natilik support contact and championing the client back within the wider Natilik Support organisation. This is a hybrid role with 3-4 days a week on-site in New York.
The successful candidate will play a pivotal role in Business-As-Usual (BAU) operations maintenance activities and representing the team on projects. Ultimately this role will report to the Technical Support Director within Natilik. On a daily basis tasks and activities will be set by working directly with the client and the Natilik Service Delivery Manager.
Job requirements
The following skills and experience would make a great addition to our team:
Key Deliverables
Operates as an extension of the clients voice team.
Provides a key interface between the client vendors and wider Natilik organisation.
Responsible for the day-to-day delivery of the BAU services (incidents maintenance and enhancements)
Delivery of committed proactive maintenance services
Planning preparation and documentation of maintenance tasks in accordance with the clients processes and policies.
Working in coordination with the wider Natilik support team and vendors to complete said maintenance work.
Works with the wider team to identify value adding opportunities.
Maintenance of documentation and education of the Natilik team on the client systems and processes
Key Attributes
2nd Line support for on-site staff (phone cabling configs handset issues etc)
Usual NOC activity (call quality issues call recording lifting call troubleshooting)
Working with Clients EUS staff introducing them to how to communicate with Natilik/raise issues
Must have good customer service - will be working with traders
Liaise with third parties as required (Microsoft and other Voice 3rd parties - Verba RIbbon Pure etc)
Local point of contact for Cloud9 solution provide 1st line support and work with the Cloud9 support team as necessary
Benefits
25 days paid leave per annum rising with tenure
Medical Insurance (ADP) including dental
ADP extras including Gym & Retail discounts life insurance and EAP scheme
Matched 401k contribution (3%)
Quarterly Awards and Bonuses
Hybrid Working
Industry-leading home working and mobility technology
All done!
Your application has been successfully submitted!
Employment Type
Full-Time
