Team Description & Purpose of Role

- The 1st Line UCOMM team is responsible for the 1st Line Technical Support of Managed/Hosted UCOMM solutions and platforms on a pan-European footprint. 

- Manages and maintain all shared and dedicated UCOMM platforms supporting customers and the business activity. 

- Manages one of the larger cloud UCOMM platforms in the world with 3 locations spread through 3 continents (North America, Europe and Asia). 

- The team works closely with Service Delivery, Project Management, Engineering and Operations teams to ensure the efficient, cost-effective support and maintenance of high-quality UCOMM services to external and internal customers. 

Job Responsibilities

Technical 1st line support, including: 

- Single point of contact for the company customer base in case of incidents, requests or other information that is required by a customer. 

- Receive, log & handle incoming calls, emails and instant chat requests regarding the company video and Microsoft Lync services. 

- Provide a First Time Fix (FTF) of between 60-70% in cases handled. 

- Managing telephone & video calls professionally, efficiently and with excellent communication skills. 

- Support and collaborate with the company 2nd and 3rd level technical team. 

- Understand, support and manage to the company key SLA’s for the video services. 

- Track resolution of any hardware replacements to ensure SLA’s met. 

- Ensure operational processes are followed and deliver best-in-class technical support. 

- Pro-active escalation, follow-through and liaison with appropriate departments to resolve technical issues which may impact delivery timescales or quality. 

Experience Required

- Customer service, IT help desk or call centre support experience. 

- Customer focused, analytical thinker who can quickly assess and identify customer needs. 

- Minimum 1-2 years of work in a technical 1st line support position. 

- Some technical experience and/or as well as troubleshooting skills for the following platforms (but not limited to): 

Hosted Applications 

- Microsoft Lync 2013 (mandatory) 

- Microsoft Windows/Active Directory 

- Microsoft Exchange (desirable) 

- Clarity Connect (desirable) 

Video Conferencing 

- Cisco/Tandberg TelePresence (mandatory) 

- Acano (mandatory) 

- Polycom (desirable) 

- Lifesize (desirable) 

- General knowledge or telecom/Video industry, operational processes and standards. 

- General technical understanding of other technologies (eg. IP, MPLS, VoIP) 

- Preferable knowledge of databases Siebel and Cramer. 

- Experienced with ITIL framework. 

Person Specification

- Fluent (verbal & written) in French 

- English proficiency a must. 

- Swedish/German and/or French is advantageous.

- Professional, structured and proactive approach. 

- Self-motivated with excellent interpersonal and communication skills 

- Positive and approachable team player 

- Calm and productive under pressure 

- Detail-oriented and organised approach to work 

- Efficient and productive with good time management skills. 

- Able to resolve problems quickly and effectively 

- Decision maker