Support Engineer Tier 1 -2
Enghouse Interactive
Auckland, Auckland
5d ago

Support Engineer Tier 1 -2

Based in Remote New Zealand

Enghouse Interactive is the world’s largest supplier of Contact Centre applications for Microsoft and has the largest number of cloud Contact Centre seats globally.

There is an exciting opportunity to join the Enghouse Interactive team, in New Zealand and be part of this fast-evolving global organisation.

Enghouse Interactive specializes in developing Contact Centre software and services that are designed to enhance customer service, increase efficiency and improve person to person communications across the enterprise.

The team is making an exciting journey into the CCaaS space, integrating with Azure Cloud services

The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include Contact Centre, attendant console, predictive outbound dialler, knowledge management system, IVR, and call recording solutions that support any telephony environment, on premise or in the cloud.

This wide portfolio places Enghouse Interactive in the unique position to offer customers and partners a complete, fully featured solution from a single vendor.

Acquired technologies that have been integrated include Zeacom, Syntellect, CosmoCom and Arc Solutions. Enghouse Interactive partners with Microsoft, Cisco, Avaya, NEC and other leading technology and application providers.

Purpose And Objectives

The 1st - 2nd Level Response Support Engineer is responsible for the delivery of high-quality technical solutions in all aspects of the Enghouse product set.

To be achieved through the timely delivery of systems implementation projects, maintenance of systems and customer move / add / change requests, the resolution of faults and, when applicable, the facilitation of both pre and post service implementation training to system administrators or end users.

Based in the Auckland Support Team, your primary focus will be resolving technical customer issues presented via either phone, email or chat, utilizing the latest Enghouse Product suite.

This is a remote roll location in New Zealand

Knowledge And Experience

  • Previous experience supporting PBX and or U.C applications in particular NEC, Cisco Call Manager, Avaya and Microsoft Teams Preferred
  • Tertiary Qualification (preferred)
  • Recognized IT industry qualification e.g. MCSE, MCSA, CCNA, ITIL
  • 2 - 5 years’ experience in a technical industry or Contact Centre environment
  • Windows Operating System; client and server
  • TCP / IP Networking understanding
  • Saas Experience
  • Previous support experience in Voice and Email Communication media
  • Understanding of Application Deployment methods
  • Current NZ driver’s License with no endorsements, valid 7 days 24-hours
  • Key Responsibilities & Accountabilities

  • U.C Support e.g. Teams, NEC, Cisco Call Manager, Avaya, Lync
  • Competent in MS-Office product suite use
  • Customer Service Advocate
  • Ability to empathize with customers
  • Calm under pressure
  • Competent in client and server use and set up
  • Process evaluation & improvement
  • Conflict Resolution experience
  • Documentation skills
  • Project / Task Management
  • Good Communicator - written and oral
  • Quick Learner
  • Flexible
  • Industry passionate
  • Flexibility to travel both within NZ and Australia as and when required to meet the needs of Enghouse’s customers.
  • Able to adhere to Enghouse’s existing after hours and pager rosters
  • You’ll spend your days working with talented, energetic, customer-centric people who are the heart and soul of our business.

    We care about each other and foster a culture of innovation, authenticity and trust.

    We thank all applicants for their interest, however, only those selected for an interview will be contacted. Enghouse Systems is an equal opportunity employer.

    All data will be used in accordance with our privacy policy.

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