NETWORK ENGINEER TEAM LEAD

Description:

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Custodia Technology is seeking a professional and ambitious On-Prem voice recording and compliance technology engineer with a proven track record of delivering support using NICE Trading Recording and associated products and to lead the CofE Team to deliver the 24/7 Helpdesk customer requirements.​

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Custodia Technology deliver support to enterprise scale global Voice Recording platforms with a wide range of supporting technologies deployed in parallel.

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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 their Team to ensure the successful delivery and continual improvement of Custodia Technology's services.

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Role Tasks and Activities:

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• Overview of Ticket handling and daily updates

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• Enabling and Disabling Voice Recording

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• Manage user Onboarding and Offboarding

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• End-user support

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• How to search calls/How to login/Perform Password Resets

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• Daily System Health Checks

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• Proactive Monitoring of Voice Recording systems using monitoring tools

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• Investigate alarms, classify it, and take the correct course of action (Raise tickets, alert relevant support teams, customer teams, etc)

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• Liaise with manufacturer support for problem resolution

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• Liaise with Customers as and when required and completing service review requirements if needed

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• Perform OS Windows Server Security Patch installations

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• Performing system restarts

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• Perform Recording Software Patching and Version Upgrades

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• Run MySQL scripts as required

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• Perform system troubleshooting and log analysis

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• Support and train Level 1 engineers/First point of Escalation for CofE engineers

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Experience:

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​Essential

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• Azure, ITIL trained, Team Lead position previously, Experience in IT Industry

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Desirable

 

• Voice recording knowledge

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