Global Services Engineer (GSE)- London

My client, a global technology services provider within the financial industry, are currently looking for an experienced Global Services Engineer (GSE) to come and join their team in London for a permanent opportunity.

The Global Service Engineer (GSE) will be a member of a Central 24x7 Remote Support team dedicated to a specific customer - this will require working different 12-hour and 8-hour shifts over each 5 week period.

The GSE will be responsible to respond to services calls, manage Incidents and Service Request tickets, escalate Problem tickets, monitor the technical environment and perform regular checks to validate stability of systems. The goal is to ensure stable service is provided to end users and ensure adherence to our contractual Service Level Agreement (SLAs).

Requirements

-Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies.
-Must have experience working with ITSM system, such as Remedy.
-High energy and motivated individual with prior work experience in ITIL based culture.
-Experience supporting global customers, working with a wide array of individuals from ends users to customer's business executives.
-Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.
-Ability to be self-sufficient and work independently
-Excellent organizational skills, written-verbal technical communication.
-Flexibility and willing to work non-standard hours on occasion to meet customer demands.
-Demonstrate commitment to quality and customer services.
-Advanced skills with Microsoft Excel, Word and Visio to support updating Technical documentation and Run Books.

Desirables

-Experience with NICE Voice Recording, Cisco CUCM, Motorola WAVE/Twisted Pair, Oracle Acme Packets, Enghouse Proteus are a plus.
-Proven experience in process improvements and automation is a plus.
-Methodical troubleshooting skills. Wireshark experience a plus.
-SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies is desirable.

Education

-Bachelor's degree or equivalent with 1-3 years of front line technical support or related service experience.

Job

Global Services Engineer-London