Position: Unified Communications Technician

Location: Essex

Salary: £35,392 - £42,618

Drivers License and own vehicle required

The Unified Communications Technician role is a pivotal position that demands a dedicated, self-motivated professional committed to ensuring the reliable and efficient support of our Unified Communications infrastructure. This role involves the secure design and maintenance of our communication solutions while adhering to relevant policies and regulations.

Unified communications infrastructure encompasses a diverse range of telephony solutions, including both analogue and VOIP systems, across multiple call centers, bleeps, mobiles, and pagers.

The successful candidate will be self-sufficient, capable of working autonomously within established boundaries, and will actively contribute to maintaining the security and integrity of communication systems.

Collaboration with team members, third-party suppliers, short-term contractors, and internal staff will be essential. Familiarity with project management (e.g., PRINCE) and ITIL service management methodologies is a plus.

This role will provide support to the Head of Unified Communications and the broader Digital Transformation Team in delivering communication solutions across the organization. Strong communication and documentation skills are required to develop user and support documentation and provide training to end-users and support engineers.

Additionally, this role involves directly supporting the 1st/2nd line helpdesk staff in addressing communication-related issues.

Key Responsibilities:

• Ensure the efficient support and maintenance of our Unified Communications infrastructure.
• Maintain the security and compliance of communication technologies.
• Collaborate with team members and third-party suppliers to implement and support technical solutions.
• Participate in contingency planning and disaster recovery activities.
• Develop user and support documentation and deliver training to end-users and support engineers.
• Provide support to the helpdesk staff in resolving communication-related issues.

Qualifications:

• Relevant degree or equivalent experience.
• Knowledge of Ring Central, Analogue, & VoIP systems (e.g., Avaya CS1K, Netcall Contact Centre, Cisco communication systems).
• ITIL V4 Foundation Certificate.
• PRINCE/Agile Foundation Certificate.

Experience:

• Experience in an IT service management environment.
• Experience supporting analogue and/or digital communications systems.
• Experience delivering services in a 24-hour environment.

Skills/Abilities:

• Strong communication skills with excellent written and verbal proficiency in English.
• Good documentation skills.
• Ability to present ideas and solutions.
• Strong interpersonal and communication skills with a team-oriented mindset.
• Ability to explain technical details to non-technical individuals.
• Negotiation skills for achieving positive outcomes.