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!

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 interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).

ABOUT THE ROLE

We are looking for a Unified Communications Engineer with a strong technical background and passion for problem-solving to join our Unified Communications team.
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 that have been escalated to you. This could involve fixing an escalated technical fault, answering a query or fulfilling a service request – anything that is needed to allow users to return to work.
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 faultfinding 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 day-to-day IT support for a large and diverse customer base through remote diagnosis, troubleshooting and resolving tickets in relation to issues with the following:
• Mitel Estate
• Veyo platform
• MS Teams platform
• Anywhere 365 platform.
• Developing and maintaining strong working relationships with key stakeholders and teams across the Aspire network.
• 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.
• Support continual improvement by identifying opportunities for improvement and efficiency including automation of manual processes.
• Escalating major incidents to on call engineers and notifying key stakeholders.
• Ensuring handover and change requests are accurate and up to date.
• Managing critical IT outages with customers efficiently to resolve the situation.
• Incident management & logging of all tickets in the primary queue, not just those of your specialist knowledge, and escalating to other teams where necessary.

YOU WILL SUIT THE ROLE IF YOU HAVE:

• Demonstrable knowledge and experience in Technical Support, Service Desk and/ or communication roles.
• Experience working in Unified Communications including configuring, maintaining, supporting, and optimising all telephone systems and services, voicemail systems, and teleconferencing environments.
• Strong problem solving and troubleshooting skills with the ability to take action and ownership.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose and resolve escalated issues.
• 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.