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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.comand explore our commitment to diversity and inclusion.

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 3rd Line Analyst plays an integral role in providing a high quality UC support service to our customers.

The primary function of the role is to take ownership of UC support calls, either highly technical or high priority. The individual should be comfortable liaising with customers over the phone or email; possess a familiarity of ITEC clients and the ability to access all relevant support tools and information as required.

UC Technical Analysts are expected to provide user guidance, perform service requests, maintenance and monitoring tasks and respond to alerts.So they are able to perform the required function, it is essential a UC 3rd line Analyst has a high-level ability to work on VoIP technology and support.

UC Infrastructure Technical Analyst must have a good understanding and ability to work unsupervised on ITEC Voice and Mitel 3300 including ARS routing, voicemail, SIP, ACD, MBG, configuring MXE’s and CX’s for analogue lines, configuring ACD, ACD express, creating and configuring users on the 6100 platform, command line diagnostics, call routing, RAD and possess extensive knowledge of the Mitel Handsets and maintaining a multi node Mitel cluster environment with full resiliency.

Primary 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

Required Experience:

• A thorough understanding of VoIP technologies
• A good understanding of IT and network infrastructure
• Ability to plan, organize and adapt to changing job tasks within own role
• At least four years’ experience working in a UC service desk environment
• 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

Proficient in the use and support of:

• Mitel MiVoice Business (MCP)
• Mitel Network Plus
• Mitel Border Gateway
• Mitel MiCollab
• Mitel AWV
• Mitel MSL
• MiCloud Office
• MiVoice 250 + MCS

Desired Experience:

• Proficient in the use and support of other VoIP platforms, particularly Avaya, Digium, Shoretel and Asterisk
• Service delivery management and methodologies
• ITIL Service Management
• Foundation, Practitioner and Manager
• Mitel MiVoice 250
• Mitel MICC

Job Type: Full-time

Salary: £35,400.00-£47,200.00 per year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application question(s):

• Will you now or in the future require sponsorship for an employment VISA?
• Are you able to commute to BS14 OBL Whitchurch, Bristol 2-3 days/week?

Experience:

• Mitel: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Whitchurch