Careers2019-06-12T12:04:47+00:00

Current Career Opportunities

Below is a list of our current job vacancies – remember to check back regularly as we are looking to grow our team!

Job Title

Head of Technical Operations

Reporting line

Operations Director

Key Function

To develop, lead and motivate a team responsible for the delivery of technical support, training and value added services to the UK Ericsson-LG reseller channel.  Ensuring appropriate systems, processes and working practices are in place to deliver best on class support across our portfolio of on-premise and cloud based telephony products and applications, within agreed budget and headcount constraints.  Respond quickly and professionally to all customer escalations, ensure the team is constantly developing in order to keep pace with technology and market trends.

Main areas of responsibility

  1. Technical Support – ensure all technical support requests are logged, tracked and resolved quickly and professionally, within agreed SLA’s
  2. Cloud Platform – management and maintenance of our all iPECS Cloud platforms and associated technologies to maximise uptime and minimise any disruption to service
  3. Training – develop, maintain and run an effective training programme that meets the needs of the reseller channel, to ensure all reseller engineers are fully equipped to install and maintain the iPECS portfolio
  4. Services – develop and deliver a range of value added services to address identified needs within the reseller channel, and achieve agreed service revenue targets
  5. New Product Introduction – manage the technical element of all NPI, ensuring new products are fully tested, field trialled and that all documentation and training materials cover the new products prior to launch
  6. Implement and maintain suitable systems and processes to ensure full visibly and reporting across the technical operation, as well as ensuring a consistent experience across all teams and functions
  7. Manage all customer issues and escalations quickly and professionally, liaise closely with suppliers where appropriate to achieve rapid resolution
  8. Promote a strong customer centric culture within the technical team, and that all team members make a strong contribution, feel valued and motivated

Subordinate reports

  • Technical Support Team – currently 8 direct reports

Qualifications, Experience and Competencies

  1. Minimum 5 years’ experience managing technical teams within a telecommunications organisation
  2. Ability to develop and implement quality process that ensure high quality service and support is delivered to the end customer
  3. Design, deploy and develop systems to manage and report on all aspects of a service delivery team
  4. Excellent knowledge of voice, network, associated application and cloud service technologies
  5. Strong communications skills are required, verbal, written and presentation
  6. Excellent customer facing skills, ability to work under pressure and in a very busy environment
  7. A flexible approach to working hours and travel throughout the UK at short notice
  8. Ability to work well as part of a team, as well as using initiative to resolve problem and deliver excellent customer service

Own transport is essential due to the rural location of our premises in Washington, West Sussex.

How to apply

Please email careers@wearepragma.co.uk with your CV and a short covering letter.

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Job Title

Technical Support Specialist – Cloud

Location

Washington, West Sussex

Key Function

To ensure 100% uptime of our hosted UC platform ensuring our data centre and network are secure, stable and resilient. Also providing ‘best in class’ 3rd line technical support to Pragma resellers on the hosted UC platform.  Key role in new product introduction (NPI) process, ensuring new products and updates are fully tested, trialled and documented prior to release, within agreed timescales. Deliver technical support via telephone and on-site throughout the UK, managing escalations into vendors, keeping customers and colleagues informed at all times.

Main areas and responsibilities

  1. Maintenance and support of our hosted UC platform and core network, including expansion, updates, and any routine maintenance required (in some cases out of hours) to ensure 100% uptime for our customers.
  2. Assist in ensuring all tech support requests are logged, tracked, and resolved quickly & professionally within agreed SLAs, via telephone and on-site when required, throughout the UK.
  3. New Product Introduction (NPI) – technical element, to ensure new cloud products and services are tested, field trialled and documentation/training material updated prior to launch. Working with sales and marketing teams on integrated launch plan.
  4. Keeping website and knowledge base updated with current product information.
  5. Liaise closely with suppliers, to achieve rapid resolution.

Qualifications, Experience, and Competencies

  1. Minimum 5 years’ experience within a technical role in telecommunications organisation
  2. Good working knowledge of:
    1. Voice network services including ISDN, broadband and SIP trunks
    2. Virtualisation (VMware, KVM, OpenStack)
    3. Security (Monitoring and analysis)
    4. Data and datacentre networking – switch, routers, firewall, NAT
    5. Linux
  3. Understanding of peripheral technology e.g. Microsoft, Cisco, Wireshark would be an advantage
  4. Experience of delivering hosted services and managing equipment within a T2 datacentre environment
  5. Strong communications skills are required, verbal, written and presentation
  6. Excellent customer facing skills, ability to work under pressure and in a very busy environment
  7. A flexible approach to working hours and travel throughout the UK at short notice
  8. Ability to work well as part of a team, as well as using initiative to resolve problems and deliver excellent customer service.

Own transport is essential due to the rural location of our premises in Washington, West Sussex.

To apply for this role please send your CV and cover letter to careers@wearepragma.co.uk

Please refer to our Privacy Policy for information on how we collect, share, store and use your personal data.

Job Title

Technical Trainee

Salary

Basic up to £15,000

Location

Washington, West Sussex

Opportunity to join a fast growing multi award winning technology company. As part of our continued growth and expansion plans an opportunity has now a risen for a Technical Trainee to join the team. Do you have an excellent telephone manner, strong communication skills, a keen interest in IT / Telecoms Support and the desire to learn and grow within an ambitious company? Then this could be the opportunity for you.

The company is looking for a technical trainee to join a team of technical specialists who provide technical support and training to our business customers. The role involves providing technical support – telephone and email based fault logging.

Working alongside the company’s technical specialists in our brand new purpose built office, this role is designed to provide excellent development opportunities in understanding networking, applications and communications technology. The day to day role will be working with our customers to understand and log technical issues and then work alongside our team of technical specialists to resolve these issues and provide the company’s customers with the support they need to implement and support their technology.

Additionally, you need to be a team player, be career minded and have great inter-personal skills so you can begin building a rapport with our customers. Any previous IT or networking skills will be an advantage.

The company are seeking individuals with a passion for technology and great customer service and are willing to provide a thorough training programme for candidates with a desire to develop and build a career with them.

Own transport is essential due to the rural location of our new premises in Washington, West Sussex.

To apply for this role please send your CV and cover letter to careers@wearepragma.co.uk

Please refer to our Privacy Policy for information on how we collect, share, store and use your personal data.

Job Title

Business Development Specialist

Reporting line

Business Development Manager

Key Function

To work with the Business Development Manager to recruit, develop and retain resellers, in order to grow sales of Pragma products and services.  To achieve revenue and gross margin targets.  Act as the business and product champion, providing effective and proactive support to all areas of a reseller’s business.  Continually seek opportunities to expand sales, both within existing reseller accounts as well as developing new reseller business. To support the Pragma sales team across all territories with sales training and product demonstrations.

Main areas of responsibility

  1. Training and development
    1. Deliver sales and product training to reseller sales teams to enable them to effectively open sales opportunities, configure solutions and secure profitable sales across the full Pragma portfolio
  2. Products and Services
    1. Must have expert knowledge of Pragma products and services and be able to present, demonstrate and position the full portfolio
    2. To deliver compelling product demonstrations across the Pragma portfolio to support resellers in winning sales opportunities
    3. Identify gaps in current products and services and feedback to colleagues and suppliers in order that on-going development addresses our customers’ needs
  3. Reseller development and recruitment
    1. Support resellers in all aspects of their business and ensure they can effectively sell and support the portfolio
    2. Present regular updates and performance reviews to key partners
    3. Deliver the on-boarding of new resellers with all of the required training and support to make new resellers a successful partner
    4. To build and maintain strong relationships across the reseller sales and support teams
  4. BDM Support
    1. To support the BDM in all aspects of managing and successfully growing the territory

Qualifications, Experience and Competencies 

  1. Effective sales and closing skills, achieve revenue and GM targets
  2. Excellent communication skills, both written and verbal
  3. Ability to prepare and deliver effective presentations
  4. Strong product knowledge of IP-PBX, Cloud telephony and unified communications products and services
  5. Self-motivated and able to work with minimal supervision
  6. Maintain a clean driving license and be able to travel and work throughout the UK
  7. Be a team player and contribute towards the overall success of the business
  8. Be able to work effectively under pressure and meet tight deadlines.

Whilst not essential, sales experience gained within the telecommunications industry would be an advantage to your application.

To apply for the role of Business Development Specialist, please apply in writing to careers@wearepragma.co.uk

Please refer to our Privacy Policy for information on how we collect, share, store and use your personal data.