Unified Communications Engineer

About Aspire

At Aspire Technology Solutions, we are a leading UK provider of managed IT, cyber security and modern workplace solutions. We deliver cyber security, cloud, connectivity, managed services and unified communications solutions that help organisations get more from their technology - driving innovation, improving efficiency and enabling faster growth. Through strong partnerships, we help our customers work smarter, operate more efficiently and achieve better business outcomes, consistently adding value along the way.

Our mission: To deliver technology like no other!

We look for dynamic individuals who embrace technology, think differently, collaborate as team players, and are driven by continuous improvement with a focus on great results for our customers.

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 technical support for a diverse range of customer voice solutions, including but not limited to: 
• • • Mitel MiVoice Business and supporting Mitel applications.
    • Microsoft Teams (Direct Routing) and AnywhereNow.
    • Industry-leading UCaaS and CCaaS Solutions
    • AudioCodes Mediant SBCs and SIP Trunking via Aspire’s Core Voice Network.

• Identify trends in technical requirements and implementing changes in order 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 Networking Fundamentals (Routing & Switching, Firewalls, Quality of Service).
• Exposure to Voice and Network Protocols such as SIP, RTP/RTCP, DHCP, DNS
• Strong problem solving and technical troubleshooting skills with the ability to take swift action.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose issues and resolve 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.

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.

At the heart of everything we do are our core values which guide how we work and grow together:

• Ambitious: We are driven by data to achieve the best results. We push ourselves to be our best and make an impact while delivering the best experience for customers and colleagues.
• Sincere: We do the right thing for our customers and colleagues. We are honest, provide independent advice and support each other as one team.
• Passionate: We love what we do. We take pride in our work and consistently deliver high-quality results.
• Innovative: We are bold and take action to develop creative solutions. We learn from mistakes and strive for continual improvement.
• Reliable: We collaborate to achieve the best results and ensure people can depend on us.
• Expert: We are technical experts who continue to learn and grow. We share knowledge and ensure customers achieve their ambitions through the right technology.

Salary

£26,400 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, subsidised 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.

We offer hybrid working where possible to support work-life balance.

Hours of Work

Full time (37.5 hours per week), Monday to 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.

We reserve the right to close the vacancy once we have received sufficient applications, we advise you to submit your application as early as possible to prevent disappointment

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).

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