Unified Communications Support Engineer

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!  

Our mission: To deliver technology like no other!

About the role

We are looking for a Unified Communications Engineer with a strong technical background and passion for problem solving.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. You will be delivering exceptional customer service for cases which have been escalated to you. As a Unified Communications Engineer, this could involve fixing a technical fault, answering a query or fulfilling a service request – anything that is needed to allow the customer to conduct their business.

Our ideal candidate would be an experienced engineer, who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand.

Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assists you to diagnose and fix customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

What you will be doing

• Providing In-life technical support for a diverse range of customer voice solutions, including but not limited to:
  • Mitel MiVoice Business and accompanying Mitel applications.
  • Microsoft Teams (Direct Routing) and AnywhereNow.
  • AudioCodes Mediant SBCs and SIP Trunking via Aspire’s Core Voice Network.
  • 3CX (On-premise and Cloud
• Identify trends in technical requirements and implement changes to satisfy customer requirements.
• Working to SLA’s for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and requests whilst following existing procedures and best practices.
• Liaising with third-party suppliers/vendors, escalating technical issues where appropriate.
• Support continuous improvement by identifying opportunities for improvement and efficiency, including automation of manual processes.
  

You will suit the role if you have

• Experience working in Unified Communications including configuring, maintaining and supporting voice solutions including Contact Centres, Voicemail Servers and Softphone/UC environments.
• Knowledge of Network Fundamentals (Routing & Switching, Firewalls, Quality of Service).
• Strong problem solving and technical troubleshooting skills with the ability to take swift action.
• Excellent time management, planning and organisational skills to manage and prioritise own tasks and service desk issues in order to manage a diverse workload, exceed customer expectations and deliver results within agreed SLAs.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose issues and resolve issues.
• Exposure to Network/Voice Protocols such as SIP, RTP/RTCP, DHCP, DNS

An understanding of Service Desk operations, a qualification within the ITIL framework and experience using ServiceNow or another ITSM tool would be useful.

Our values 

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do. 

As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary 

£25,000 to £36,000 per annum (depending on experience)

Benefits
Here at Aspire, we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!

·         Travel benefits including free parking, subsidized travel passes and much more!

·         Health Cash Plan

·         Cycle to Work Scheme

·         Network Benefits

·         Employee Assistance Program

·         Enhanced Annual Leave Entitlement (increasing with length of service)

·         Enhanced Maternity, Paternity and Parental Schemes

·         Enhanced Pension Scheme

·         Tech Purchase Scheme

·         Electric Vehicle Salary Sacrifice Scheme

·         Employee referral scheme

·         New business referral scheme

·         Discounted Gym Membership

·         Life Assurance and Critical Illness cover

Location and Working Arrangements

You will be based at Aspire’s Gateshead head office with travel as required.

Hours of work

37.5 hours per week, Monday - Friday

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

Interview Process

We generally conduct interviews in three stages, lasting approximately 2-3 weeks, depending on everyone’s calendars.

• Shortlisted candidates will be invited to a pre-screening call via Teams to discuss your experience and what you’re looking for in your next role.
• Successful candidates will be invited to an interview with the Hiring Manager.
• If successful in an interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).

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