UC Network Support Engineer

Technical | Marlow or Manchester

Reports To:

Support Team Leader


Marlow or Manchester


Competitive plus benefits

About the Team

The Service Desk and Support team are a proficient, fast-paced and exciting team who are committed to providing excellent customer service. We support a multitude of technologies such as Cisco, Check Point and Microsoft, which means you will work alongside engineers with a variety of skills and knowledge, giving you the opportunity to always learn something new.

About the Role

As a UC Network Support Engineer, you’ll be working within our Network and Security Support Team providing 2nd line technical support for Voice/Unified Communication issues, predominantly linked to Cisco technologies. You will take ownership of each issue to troubleshoot and fix the problem, where appropriate working with the wider team and vendor to ensure the customer receives excellent service by driving each issue through to resolution.

Your technical support will span all Cisco network and security customers, from the perspective of troubleshooting, diagnosing and resolving incidents to their conclusion, ensuring adherence to agreed SLAs and escalating to the vendor where required; assisting with raising TAC cases to Cisco where a fix, patch or workaround cannot be identified or found.

Your remit will see you provide hardware support and warranty management.

Working with both the Service Desk & Support and Services Integration teams on Customer and Internal projects, where necessary, and when required attend the Change Advisory Board (CAB) and Problem Reviews.

What we need from you

  • CCNA Collaboration
  • Good knowledge of UCCX/Unity/Jabber
  • Existing routing and switching skills
  • A desire to provide outstanding customer experience
  • Background of providing network telephone support to either internal or external customers
  • Practical experience of router and switch configuration
  • Knowledge of ARC Console/CUIC is desirable
  • Experience with F5 Networks would be advantageous

About Softcat

Passion. Intelligence. Fun. Responsible; these are the core values which define Softcat. We are one of the UK’s leading IT infrastructure providers and a FTSE 250 listed company. The business is based on two key principles: outstanding customer service and employee satisfaction- both of which inspire our flexible, friendly approach to business. For more information about Softcat please visit: www.softcat.com.