CENTRE of EXCELLENCE TEAM LEAD
Custodia Technology is seeking professional and ambitious voice recording and compliance technology engineers with a proven track record of delivering on-site support using Nice Trading Recording and associated product.
Custodia Technology VR Engineering Consultants deliver support to enterprise scale global Voice Recording platforms with a wide range of supporting technologies deployed in parallel. Custodia Technology VR Engineering Consultants take the initiative to provide regular feedback for improvements to and efficiencies in processes, delivery methodologies and the operational service model as well as continually evolving management process definition in support of the voice recording environment. Liaising with the voice recording manufacturer and any dedicated team as needed to resolve all incidents & problems related to the voice recording environment as well as performing Move/Add/Delete/Change activities.
The chosen candidate will be responsible for nurturing and delivering strong customer relationships that promote retention and loyalty while working closely with customers to ensure the successful delivery and continual improvement of Custodia Technology’s services.
DESIRED SKILLS AND EXPERIENCE
o Proven experience successfully supporting global enterprise scale IT solutions
o Proven front line helpdesk experience Including leading a team
o 5 years experience working with installation and management of Windows 2012 -2016, SQL Server, Active Directory and virtual environments
o Experience with VMware/Windows admin
o 1+ years relevant experience in voice recording engineering (system deployment and upgrade projects}
o Solid Understanding of IP Telephony environments, storage, virtualization and Databases
o Basic SQL scripting skills
o Excellent communication skills with the ability to convey complex requirements / instructions / solutions to both technical and non-technical audiences with the correct level of detail
o Ability to produce management information reports from ITSM systems ie Freshservice for example
o Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
o Incident, request and problem management, ability to provide solution(s)/work around(s) to incidents and Problems
o Work to SLA thresholds for incident(s), request(s) and problem(s) Reduce overall incident and request count. Carrying out trend Analysis and Problem management with the ability to work effectively under pressure.
o Prioritising and managing several open cases and mini projects at one time.
o Ensure appropriate standards and procedures are adhered to at all times
o Coordinate technical and hierarchical escalation to other technical teams / 3rd parties / management
o Quick to grasp technical details at a system and component level
o Strong capabilities in root cause analysis and problem-solving skills
o Excellent English written and spoken (other languages – advantage)
o Work non-traditional hours including nights, weekend and holidays may be required
o Ability to independently evaluate and task priorities to meet tight deadlines
o Always delivers on commitments, on time and to a consistently high quality
Good to have:
o Working knowledge of cloud based solutions as SaaS
o Working knowledge of IP & Trading Telephony environments, Storage (NAS, SAN & WORM technology), IP networks (VoIP, Routing & Firewall), Virtualization (VMware) and SQL Databases (MySQL or MS SQL)
EDUCATION AND CERTIFICATION REQUIREMENTS
o Bachelor's degree in Computer Science, Information Systems, or related field.
o T Certifications: ▪ Windows Server 2012 or up ▪ SQL Server 2012 or up ▪ VCP – VMWare
o Certified Engineer / Technician through secondary education or workplace experience
Good to have:
o Bachelor's degree in Electronic Engineering, Computer Science or similar
o Certification on any Voice Recording platforms
ROLE TASKS AND ACTIVITIES
• Ticket handling and updates
• Enabling and Disabling Voice Recording
• Manage user Onboarding and Offboarding
• End-user support
o How to search calls
o How to login
o Perform Password Resets
• Daily System Health Checks
• Proactive Monitoring of Voice Recording systems using monitoring tools
• Investigate alarms, classify it and take the correct course of action (Raise tickets, alert relevant support teams, customer teams, etc)
• Liaise with manufacturer support for problem resolution
• Perform OS Windows Server Security Patch installations
• Performing system restarts
• Perform Recording Software Patching and Version Upgrades
• Run MySQL scripts as required
• Perform system troubleshooting and log analysis.
• Support and train Level 1 engineers.
• Working closely with Service Managers and engineering to ensure incidents are completed within SLA and customer is kept informed
• Ensure all KPI's and SLA's are meet
• Day to day management of team
To apply for this role, please send a covering letter and CV to email@example.com