End User Support Engineer

The Client & Role:

We're currently working with an eastern-suburbs based transport company who are looking to bring on an EUS Engineer in a permanent capacity and provide technical service and support to the organisation including production support for their internal telephony system and associated sub-systems.

Responsibilities:

• Liaise with vendors and business owners on application issues to ensure the best possible outcome to the business.
• Liaise with vendors and business owners on the installation of bug fixes, installation / testing of patches and version upgrades.
• Liaise with Managed Services provider and vendors to ensure all infrastructure is maintained at the required firmware / operating system to ensure full vendor support.
• Adhere to Change Management guidelines.
• Investigate problems to determine root cause and ensure required changes are implemented as required.
• Develop and maintain system documentation in accordance with agreed standards.
• Work with the business to determine specific requirements for enhancements to the desktop, applications, telephony system and/or sub systems.
• Assist in user account administration.
• Provide afterhours production support as required.
• Participate in the planning, development, implementation and maintenance of appropriate Disaster Recovery and Business Continuance Plans for all critical systems.
• Ensure back up and emergency related processes and procedures are in place for the telephony environment to minimise the potential for error or data loss.
• Other duties as required.

Required Skills & Specialisms:

• Relevant tertiary qualifications in IT, or comparable industry relevant experience.
• Proven track record in analysis, problem solving and recommending solutions.
• Previous experience with a call centre telephony system and understanding of associated KPIs.
• Experience in a fast paced, flexible environment.
• Experience using computers and other technologies.
• Operations experience in a complex operating environment.
• Expert working knowledge of Microsoft systems and applications.
• Proficiency with SQL is beneficial but not mandatory.

If you are an End User Support Technician with experience on telephony systems and proficiency with SQL apply via the link provided or send your CV to ***************@talentinternational.com