Unified Comms Technical Specialist

2 weeks ago


Wimborne, United Kingdom Xerox Full time

**About Xerox Holdings Corporation**

**Summary**:
With more than 200 expert staff across nine UK locations, ITEC aims to help SME organisations work smarter. That means expertise in identifying and implementing appropriate technologies, combined with the ability to support those solutions to optimise a customer’s return on investment.

ITEC provides agile managed print, IT, VoIP and document capture technology, expertly deployed and supported for those smarter business outcomes.

**Purpose**:

- UC Technical Specialists play an integral role in providing a high-quality UC support service to our customers.
- UC Technical Specialists are expected to provide user guidance, perform service requests, maintenance and monitoring tasks and respond to alerts. It is essential a UC Technical Specialist has a high-level ability to work on VoIP technology and support.

**Key Responsibilities**:

- Respond to client requests within support agreement targets
- Provide support and maintenance for VoIP systems provided by ITEC
- Point of escalation for UC Technical Analysts
- Proactive management of VoIP platforms
- Build rapport with all new and existing clients to develop positive working relationships
- Co-operation to promote the development of the support team and the success of the company as a whole
- Call logging and regular feedback to the UC Team Leader and Service Desk Manager

**General Responsibilities**:

- To support your colleagues, wherever practicable, to ensure they meet their objectives
- To support the Board of Directors and Management Team in delivering change that benefits the business as a whole
- To adhere to Itec’s Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible.
- To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
- To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller.
- To undertake such other duties as may be reasonably expected.
- To provide a healthy and comfortable working environment, smoking is prohibited throughout the company’s premises, except in specially designated areas.
- To work in accordance with our ISO27001 Information Security policies and procedures

**Essential Skills**:

- A thorough understanding of VoIP technologies
- A good understanding of IT and network infrastructure
- Proficient in the use and support of: Mitel MiVoice Business, Mitel Border Gateway,Mitel MiCollab, Mitel AWV, Mitel MSL, MiCloud Office, MiVoice 250 + MCS
- Ability to plan, organize and adapt to changing job tasks within own role
- Open to respond to feedback and committed to self-development
- Team worker, ability to prioritise and delegate with strong leadership skills
- Excellent communication, interpersonal and presentation skills
- Strong analytical, logical and troubleshooting skills
- Strong verbal and written communication skills

**Experience**:

- At least four years’ experience working in a UC service desk environment
- Mitel MiVoice Business (MCP)
- Mitel Network Plus
- ITIL Service Management preferred
- Foundation, Practitioner and Manager preferred
- Mitel MiVoice 250 preferred
- Mitel MICC preferred

**Salary**: £25,500.00-£34,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- Mitel: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person



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