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Purpose:

UC Technical Specialists play 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 Specialists 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 Technical Specialist has a high level ability to work on VoIP technology and support.

UC Infrastructure Technical Specialists 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

General Responsibilities:

• To support your colleagues, wherever practicable, to ensure they meet their objectives
• To support the Board of Directors and Management Team in delivering change that benefits the business as a whole
• To adhere to Itec’s Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. 
• To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller.
• To undertake such other duties as may be reasonably expected.
• To provide a healthy and comfortable working environment, smoking is prohibited throughout the company’s premises, except in specially designated areas.
• To work in accordance with our ISO27001 Information Security policies and procedures

Required Experience:

• A thorough understanding of VoIP technologies
• A good understanding of IT and network infrastructure
• Proficient in the use and support of:
• Mitel MiVoice Business
• Mitel Border Gateway
• Mitel MiCollab
• Mitel AWV
• Mitel MSL
• MiCloud Office
• MiVoice 250 + MCS
• Ability to plan, organize and adapt to changing job tasks within own role 
• Open to respond to feedback and committed to self-development 
• 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
• At least four years’ experience working in a UC service desk environment
• Mitel MiVoice Business (MCP)
• Mitel Network Plus

Desired Experience: 

• Proficient in the use and support of other VoIP platforms, particularly Avaya, Digium, Shoretel and Asterisk
• Service delivery management and  methodologies
• Experience in a UC service desk team leader position
• ITIL Service Management
• Foundation, Practitioner and Manager
• Mitel MiVoice 250
• Mitel MICC