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 an 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.
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.