Khawaja Masood Rahman

Head of SupportFull Time

• Job Details:• Managing the Service Desk team (Germany and UK HQ) • Responsible for the delivery of Business as Usual (BAU) IT service to user base • Adhering to industry standard IT risk management principles to identify and manage appropriate IT risks; ensure timely resolution or strong mitigation mechanism is employed • Escalation point for all service related issues • Ensuring SLA’s are not breached – dealing with management matters • Creating Technical and Non-technical documentation for processes and configurations • Improve Engineering documentation to drive efficiency and productivity. • Project Managing installations and set ups for Partners and customers. • Providing technical support and Troubleshoot networks, VoIP, broadband internetworking problems in a methodical and timely manner • Liaise with Product / Engineering / Commercial departments and third party vendors in relation to IP products • Providing prompt resolution to incidents reported • Supporting and communicating in a language understood by Partners, customers and their Engineers. • Providing field based maintenance and installation services to customers • Providing 2nd/3rd line support through phone, tickets, email and remote support. • Providing pre-sales and post-sales support. • Involvement with the Service Integration processes to ensure seamless transition of products from Project into BAU IT Service, with consideration to service design • Designing and producing Management Information, including dashboards, KPI reports and service performance metrics, to illustrate service performance and support senior decision making

3rd Line Support EngineerFull Time

• Job Details:Major Responsibilities: • Using a range of network access skills including DSL, VOIP protocols (SIP), SS7 and Q931, including the interoperability between IP and TDM environments. • Providing technical support activity for VOIP, broadband and network Products to resellers and customers • Managed support of Polycom and Gigaset handsets • Provisioning support of IP / IPT products (mainly complex interconnects) • Troubleshoot networks, Voip, broadband internetworking problems in a methodical and timely manner • Liaise with Product / Engineering / Commercial departments and third party vendors in relation to IP products • Using Support Trouble Ticket Queue Database to receive workflow-related data • Drive issues to resolution in order to meet customer expectations • Improve Engineering documentation to drive efficiency and productivity. • Supporting and communicating in a language understood by Resellers, customers and their Engineers. • Providing field based maintenance and installation services to customers • Providing 2nd/3rd line support through phone, email and remote support.. • Providing pre-sales and post-sales support. • Troubleshooting of complex issues.

Service Desk Team LeaderFull Time

• Job Details:Major Responsibilities: • Ensuring Management processes and procedures are maintained and implemented • Proactive and effective management of all Problems and Incidents • Assisting the Service Desk Manager with line management responsibility and support for Service Desk Analysts including: • Establishing clear team and individual objectives and KPIs (monitoring and management) • Resource Management – first point of contact for sickness/late attendance • Production of weekly staff rota, ensuring fully resourced between the Service hours • Service Desk Reporting using ACD system, • Staff Development, guidance and training and mentoring as required • Relationship Management including: • Point of contact for escalation from Analyst level to Service Desk Manager • Daily, weekly and monthly stats for analysts and the department/service desk • Conducting individual and team meetings, 121s, recruitment of staff as necessary