Trade Voice Support Engineer

Natilik is a Global Technology Solutions Partner.

Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘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 we’re 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 Natilik’s 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.

The following skills and experience would make a great addition to our team:

Key Deliverables

• Operates as an extension of the client’s 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