Role Overview
As an IT Telephony Analyst, you will provide essential first-line support for telephony andmunication systems, ensuring seamless voice connectivity for a global customer base. You will be responsible for troubleshooting VoIP, PBX, and unifiedmunications 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 ensurepliance with IT support procedures, escalate issues when needed, and collaborate with senior IT support teams to maintain efficient operations.
Responsibilities
1. Follow IT support procedures and escalate issues when needed.
2. Troubleshoot and triage telephony, VoIP, and PBX support cases.
3. Document system failures and update internal databases.
4. Manage customer cases from setup to ongoing support, ensuring SLAs are met.
5. Act as the technical lead during customer service reviews.
6. Ensurepliance with policies and timely submission of reports.
What you'll need to succeed
7. Ability to work onsite at the Milton Keynes office 5 days a week.
8. Strong verbal and writtenmunication skills in English (Spanish is a bonus).
9. Familiarity with telephony systems, VoIP (SIP, RTP), PBX solutions, cloud telephony, and call routing.
10. Ability to troubleshoot voice connectivity issues efficiently.
11. Strong Linux and SQL knowledge (hands-on experience is a bonus).
What you'll get in return
12. Generous holiday allowance, starting at 22 days, rising to 25 days, plus public holidays.
13. Benefits package includes (but is not limited to): life insurance, optional private healthcare and apany pension scheme.
14. A unique first-line role that goes beyond generalist IT support, focusing on specialised technologies used within the organisation