IT Telephony Support Analyst - Hays Specialist Recruitment Limited : Job Details

Role OverviewAs an IT Telephony Analyst, you will provide essential first-line support for telephony and communication systems, ensuring seamless voice connectivity for a global customer base. You will be responsible for troubleshooting VoIP, PBX, and unified communications platforms, resolving telephony-related incidents through phone and case management systems. Working in shift patterns ranging from 8am to 11pm, with later shifts occurring once every six weeks as you gain experience, you will ensure compliance with IT support procedures, escalate issues when needed, and collaborate with senior IT support teams to maintain efficient operations.Responsibilities

• Follow IT support procedures and escalate issues when needed.
• Troubleshoot and triage telephony, VoIP, and PBX support cases.
• Document system failures and update internal databases.
• Manage customer cases from setup to ongoing support, ensuring SLAs are met.
• Act as the technical lead during customer service reviews.
• Communicate updates, impacts, and solutions to customers.
• Ensure compliance with policies and timely submission of reports.

What you'll need to succeed

• Ability to work onsite at the Milton Keynes office 5 days a week.
• Strong verbal and written communication skills in English (Spanish is a bonus).
• Familiarity with telephony systems, VoIP (SIP, RTP), PBX solutions, cloud telephony, and call routing.
• Ability to troubleshoot voice connectivity issues efficiently.
• Strong Linux and SQL knowledge (hands-on experience is a bonus).

What you'll get in return

• Competitive salary with annual reviews and a benefits package.
• Generous holiday allowance, starting at 22 days, rising to 25 days, plus public holidays.
• Benefits package includes (but is not limited to): life insurance, optional private healthcare and a company pension scheme.
• Comprehensive training is provided, ensuring you gain the knowledge and skills needed to excel.
• A unique first-line role that goes beyond generalist IT support, focusing on specialised technologies used within the organisation

What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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