Senior Support Engineer

Job Title : Senior IT/Telecoms Support Engineer Location : Bristol / Hybrid Salary : £28,000 - £32,000 Peaple talent are looking for a Senior IT/Telecoms Support Engineer to join a dynamic and customer-focused support operations team. In this role, you will support various partner platform technologies that transform how our customers engage with their end-users and employees to deliver a great experience. Key Responsibilities : • Serve as a technical expert in the core partner platforms, providing coaching and advice to Support Apprentices and Engineers. • Offer best practice recommendations and answer technical questions from customers, enabling them to maximize their solutions. • Troubleshoot and resolve incidents on various hosted service platforms to support their customers. • Escalate customer service incidents to partner channels while maintaining key SLAs. • Attend Customer and Partner review meetings and deputise for the Head of Support when required. • Scope and configure further enhancements to deployed solutions for customers. • Work with CXi, Zendesk, Amazon, and Shared Services Practices to deploy customer solutions when required. • Develop and deliver training on core partner platforms to customers. • Configure and maintain internal IT systems, staff laptops, and peripheral equipment. Requirements : • Customer-focused with a proven track record in providing excellent customer service. • Excellent written and spoken English, with experience in managing senior/executive customer stakeholders. • Formal certification and a minimum of two years of experience with Zendesk or NICE Cxone platforms OR equivalent experience in an IT 1st or 2nd line Support role, ideally in an ITIL operations environment. • Experience supporting Azure, AWS, or Office 365 instances. • Knowledge and experience in managing hosted/cloud-based technologies. • Strong understanding of the telecommunications industry and technical deployments. Additional Information : • Location: Bristol office with 3 days onsite and 2 days working from home (08:30-17:30). • On-call rota: Included in the team’s on-call schedule, likely to be 1 week in 6. • The successful candidate must meet Government SC clearance requirements. • Training on a wide range of Partner technologies is provided. If this role interests you, please apply below