Technical Support Engineer

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

We are seeking a highly skilled and experienced engineering manager to join our team. In this role, you will be responsible for leading and coordinating multiple projects across diverse teams. Your primary focus will be on developing efficient processes, executing effective strategies, and ensuring the timely completion of projects. As an engineering manager, you will play a key role in researching and developing innovative products. You will also be responsible for creating project budgets and overseeing their successful execution throughout the year. Collaborating closely with various teams, you will ensure that projects are delivered on schedule and within budget, maintaining a high level of quality and adherence to organizational objectives.

Key accountabilities

• Delight our customers by delivering prompt, professional, and thorough solutions to their IT needs consistent with the demands of our growing business.

• Taking an end-to-end approach to service management and following through on service delivery through technology and other related resolver teams.
• Monitoring the current integrated Contact Center solution via integration, application, and network dashboards.
• Interrogating and understanding data produced from the monitoring dashboard tools.
• Continual Service Improvements and recommendations based on lessons learnt through incident and problem management and system monitoring. 
• Service now: Triage Incident Management on level 2 support, troubleshoot problem management using the ITIL framework.
• Work in 24/7 rotational shift and ensure incidents are triaged and resolved within the agreed SLA
• Support the Contact Centre System Administrator for product enhancements, implementations, unit testing, and coordination of changes to the Contact Centre cloud platforms, as required for system configuration on ACD and IVR routing rules, menus, users, agent skills, supervisors, hours of operations, teams, points of contact, dialing lists and rules, queues and other messaging, call recording services, studio scripting, and other components.
• Collaborate with the System Administrator, developers, and cross-functional teams across IDP’s integrated landscape
• Support in creating new and maintaining existing technical documentation.
• Liaison with third-party vendors, partners, and suppliers, including Verizon, Nice inContact, TCL, Airtel, and Genesys.
• Creating of monthly service level performance reports and any other reports required

Relationships

Internal

• Global Student Placement & IELTS Contact Centre teams
• Service Desk team
• System Administrator
• DigiTech team
• Student Placement Operations team
• Student placement Marketing team
• Student placement Tech & Development teams

External

Third-party vendors, partners and suppliers, including Verizon, Nice InContact, Connect, TCL and Airtel
 

Required experience

Essential Requirements

• Bachelor’s degree or relevant professional engineering qualification with major in information technology computer science, information science, computer systems analysis, or a related field.
• 5 to 6 years of professional experience with minimum 3 to 4 years of experience in contact centre tech support or telephony technology.
• Willing to work in 24/7 rotational shift
• Knowledge and experience in effectively working with the ITIL framework
• Ability to effectively articulate technical challenges and solutions
• Experience in supporting customers around the globe and willing to work in shift hours
• Personal profile: analytical, inquisitive, service and team-oriented, friendly demeanour adopter.

Desirable Requirements

• Previous mandatory Genesys PureCloud and optional Nice inContact experience
• Mandatory: Experience with complex data and/or voice networks, ISDN PRI, SIP and hosted PBX
• Experience in handling GSM, SBC, Edge, Network routers and voice Gateways
• Experience with network and application monitoring tools especially Splunk.
• Exposure to SAP Cloud products namely C4C and Marketo, AWS, middleware support or any CRM application
• Mandatory: Contact Centre network, ACD/IVR, dialler, workforce management, software or other solution operations or technical experience like Avaya Cisco etc...