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SBC Management Technician

  • Team: Support
  • Location: London

Overview

This role is part To be a member of the Support Team with primary responsibility for the configuration, support, and maintenance of all customer SBC.

Pure IP have a global presence and are trusted by millions on a daily basis to provide enterprise telephony services connecting businesses around the world. This role is a reflection of our continual growth as an organisation.

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The key responsibilities of this role include:

  • Responsibility starts after the SBC have been shipped to customer site; this then requires co-ordinating the setting up and configuration of the SBC as per the provisioning documentation.
  • Working with the applicable teams to ensure access to the SBCs is always securely available.
  • Once configured, work with the customers to test the configuration and confirm it meets all the requirements.
  • Managing all supporting documentation for all SBC installations. Writing up new and updating existing documents.
  • Ensure the onboarding and offboarding processes are followed. This requires following the written procedures and updating the change requests with applicable details to confirm they have been completed or providing reasons why not.
  • Ensuring the SBC are monitored as per the requirements.
  • Ensuring all the SBC are upgraded and patched as per vendor recommendations.
  • Manage any planned work that is required and ensure customers are notified appropriately.
  • Responding to customer cases that relate to their SBC raised by phone or ticket.
  • Responding to alarms from the SBC. Investigating the alarms and taking appropriate actions to clear them.
  • Managing SBC vendor tickets and following them up until resolved.
  • Ensure all work on the SBCs is logged in the appropriate type of ticket in ServiceNow and that applicable SLA of tickets are met.
  • Be aware of and follow the requirements for classification and handling of all information accessed or processed, as is defined within Information Classification and Handling Policy
  • Attend all Security Training sessions and follow company’s Security Incident Management Process to report security events.
  • Follow guidelines for physical security of the equipment provided and observe clear desk and clear screen policy as defined in company’s Physical and Environmental Security Policy

Key skills:

A customer SBC Support Engineer should have some experience working on a Service Desk and have a technical network IT or VoIP background with strong attention to detail and ability to work to the highest standards and backed up by excellent customer support skills.

  • Experience in working in support environment and excellent skills and experience utilising key support toolsets such as logging, monitoring and service management applications.
  • Knowledge and experience working with SBC.
  • Skills and knowledge of IP networks. Experience supporting remote devices.
  • Understanding of monitoring systems and how SBC are monitored.
  • An understanding of VoIP and knowledge of SIP.
  • SBC certification or willingness to study towards it
  • Experience in speaking and writing to customers in a technical support role
  • 1:1 or 2:1 university degree

Key personal attributes:

  • Manage time effectively, prioritising tasks and completing them successfully within a deadline
  • Excellent problem-solving skills with attention to detail
  • Express yourself clearly and confidently in speech and in writing
  • Strong team player who works confidently within a group
  • Act on own initiative and be proactive in putting forward ideas and solutions to the team
  • Flexible to changing situations & environments and looking for a better way of doing things
  • Enjoy working in a fast-paced ever-changing environment with a heavy workload.
  • High degree of intellectual curiosity

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SBC Management Technician

  • Team: Support
  • Location: London

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