Telecommunications Engineer - Gatwick area in England

CDS, a Hewlett Packard Enterprise company, is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to Hewlett Packard Enterprise customers as well delivering business-oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration. CDS is present in 11 European countries with more than 1,800 employees, and embraces all of Hewlett Packard Enterprise’s values and commitments to employees and customers alike.

We are looking for an experienced engineer, required to work as a hybrid Network Engineer for a well-known customer in Crawley, working as part of an onsite team. The role will be to provide Network Infrastructure support across a large client campus. Role is primarily responsible for Cisco IP Telephony (Voice) but also covers network and minor Firewall duties in the future after training. You would work within a small team to jointly cover the core shift hours between 07:00 & 19:00, Monday to Friday (07:00-15:00, 09:00-17:00 & 11:00-19:00). The role assists in managing a customer environment, extends to upgrades & involves some project activities as required. This role includes a requirement to provide Out of Hours cover as part of a scheduled rota.

The tasks will include (but not limited to):

• Network equipment installations and support.
• Troubleshooting hardware and firmware issues on all networking & telephony infrastructure (main focus is voice).
• Being part of a wider team to support user issues and queries (your role will be a first responder for customer logged faults).
• Configuring and deploying network equipment primarily working with IP Telephony endpoints and CUCM.
• Adhering to strict policies and processes around security and data protection.
• Ensuring SLA requirements and Customer Satisfaction metrics are on or above target.
• Creating and maintaining comprehensive and meaningful updates in the customer’s ticket handling system.
• Ensuring the escalation process is followed and any issues are communicated appropriately to internal and customer management teams.
• Maintenance of Unity Connection (Voice Mail).
• Have experience/understanding of UCCX (desirable).
• Familiar with SIP Trunks and VoIP/CUCM call routing.
• Working with network management tools (NMS systems).

Required skills and attributes:

• Minimum of 3 years IP Telephony & Cisco CUCM support experience.
• Cisco and non-Cisco (third-party) endpoints.
• Cisco SBCs with integration and SNR/Unified Mobility support experience.
• MS-Teams Direct Routing integration.
• Proven networking background (4 years).
• Knowledge of network equipment from many of the following vendors - Cisco, HPE/Aruba.
• Experience of IT incident management.
• Exceptional customer service skills including the ability to simplify technical detail.
• Highly organised with the ability to work in a fast-paced, structured manner to meet tight deadlines.
• Flexible to workload requirements.
• Be able to produce Documents and Guides.
• Confident, collaborative working style and able to interface well with people of all levels.
• Proactive approach to working activities & supporting colleagues.
• Demonstrated ability to recognise and react to situations with a sense of urgency and problem ownership.
• Must be able to pass security clearance checks and provide a verified record of past employment.
• Any APD Cortex support experience would be of interest.
• Network Management: HPE IMC and Solarwinds.
• Aruba / HPE Network knowledge.
• Palo Alto & Fortinet FortiGate firewalls experience advantageous.
• ITIL Service Management Foundation.
• Fluke & other cable test equipment.
• Any previous experience of enterprise networks would be a benefit.

At CDS, we are an equal opportunity employer. We attract and retain the best-qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.