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Job description

The Tier 2 Collaboration Consultant delivers support, and proactive support and maintenance services to clients across multiple sectors. The Tier 2 Collaboration Consultant will form an essential part of the support team and will be responsible for ensuring that support services are delivered to Cinos’ customers in a manner that abides by agreed Service Level Agreements.

The role is customer facing, with interaction primarily taking place over telephone and email; however there may be instances whereby site visits and face-to-face interaction are required. There will also be a need to liaise with other internal departments and stakeholders, providing a high level of customer service at all times

Main Duties include:

• Management and resolution of technical issues escalated by Tier 1 Engineering resource.
• Processing and managing the queue of support tickets within the Cinos IT Service Management tool.
• Correctly recording all logged incidents and service requests/requests for information.
• Timely escalation of technical issues to other functional teams withing the Support team.
• Raising and owning the management of third party support cases
• Deliver proactive and reactive incident and problem management activities across supported infrastructures.
• Providing technical support and guidance regarding a change to the existing infrastructure.
• Development and deployment of internal tools designed to enhance the delivery of the Cinos Service Portfolio.
• Management and coordination of vendor TAC to abide by agreed service levels.
• Abiding by Cinos’ ITIL aligned Service Management processes to ensure customers are managed in a consistent manner and in line with Customer Service standards.
• Proactively building close and constructive work relationships with Cinos customers.
• Identifying continual service improvement opportunities within existing customers and ensuring that these opportunities are highlighted, recorded and delivered within appropriate timescales.
• Incorporation into the Cinos Out-Of-Hours On-Call Rota for periodic escalations out of hours
• Adherence to all Cinos environmental, health and safety policies.
• Understand the contractual and service level agreements (SLA) of individual clients.
• Participate in ongoing training and certification programs to increasingly add to knowledge base and ability to support all the company product range.
• Any other duties required for the role.

Job Types: Full-time, Permanent

Salary: £50,000.00-£55,000.00 per year

Benefits:

• Store discount
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Application question(s):

• Are you available for UK and EU travel?
• Are you aware of any reason why you would not pass security vetting at SC level?
• Do you hold or are working towards Cisco CCNP Collaboration certification?
• Do you have 3 years of relevant experience?
• Do you have experience working with Cisco technologies such as; CUCM, Unity, IM&P, SIP Protocols & Gateways, Call routing and fault investigation of logs and SIP traces?
• Do you hold a valid UK driving licence or are you willing to travel on public transport?

Reference ID: UCENGTIER2