Reporting to: Service Desk Manager

Region: UK


The selected candidate will take responsibility for managing first and second line faults to successful resolution and work with the platform developers and Network Operations Centre to help resolve more complex issues. In addition, service desk members will work closely with the Project Management Team to deliver first class implementations across our range of cloud based platforms to ensure a referenceable customer base.

Requirements of the Role:

  • First line support dealing directly with users of a service, direct customers and channel partners
  • Second line support liaising with customers, resellers, suppliers and third line support staff
  • Trouble ticketing and Fault Finding
  • To assist the project delivery team liaison with clients’ staff during project implementation
  • Responding to customers in a timely basis, keeping them informed of status of their case
  • Keeping internal customer support software up to date as issues are logged and resolved, whilst adhering to our SLA’s
  • Identifying bugs / issues and escalating cases as required
  • Ensure platform services are built, tested and delivered with the highest levels of quality and security in mind and documenting for reference
  • Updating, repairing, modifying and developing existing services and supporting applications
  • Excellent Customer Services skills
  • Out of Hours emergency rota cover (1 week in 4) once fully trained
  • Motivated, flexible and committed

Product Knowledge/Market Awareness:

  • Build and maintain an expert knowledge of PCI Pal’s products, services, and deployment methodology
  • Build and maintain an expert knowledge of PCI Pal’s procedures and practices, making suggestions for improvement where necessary
  • Keep up-to-date with the latest PCI Compliance and Telecoms market place developments (training provided)
  • Build a solid understanding of the commercial workings of the PCI Pal product suite

Key Required Skills and Experience:

  • Working knowledge of VoIP including SIP and RTP protocols a distinct advantage
  • Technical operation of cloud based platforms
  • Knowledge of service trouble shooting diagnostic procedures
  • Knowledge of basic web technologies – ability to compose and troubleshoot a simple web request and decipher response codes
  • Basic knowledge of functions and related tasks in telephone service delivery
  • Experience of database querying using SQL an advantage
  • Experience working in the support function of a cloud based services organisation
  • Strong interpersonal skills, sound judgement, strong analytical skills, and excellent written and verbal communication skills
  • Ability to learn quickly, with a logical, methodical approach
  • Problem solving, with high levels of attention to detail
  • Self-motivated with the ability to dive right in, be effective and make a difference
  • Sense of urgency along with a sense of ‘problem ownership’ to see all issues through to successful resolution
  • Experience of working in ITIL environments, particularly change control
  • Experience of PCI compliance a benefit, but not essential (training will be given)


  • Provide help and support to colleagues and customer whenever necessary
  • Actively promote the professional image of the company and its staff
  • Complete all relevant documentation in detail and on time
  • Any other duties as directed by your line manager

If you’re interested in this role, please upload your CV with a covering letter. Or if you’d like to discuss the job further, please contact us.