As our new Network Engineer - Telephony, you'll be supporting the Telephony platform used across the YBS organisation which supports colleagues across our branch network, contact centres, our head office sites and back‑office colleagues. This role is varied and can be quite fast paced where no two days are the same. Our platform is Mitel based with a number of other services integrated into the overall platform.
This is a hybrid role with remote working and some onsite presence in our Bradford and central Leeds offices.
The team operates a 24 x 7, 365 days on call rota.
About the role
We manage 1st and 2nd line resolution to the telephony incidents and admin requests raised by our internal colleagues across the organisation. We also work with 3rd party support and are the link between both companies.
* Manage and support (daily) of the telephony applications for our main sites and branch network
* Troubleshoot complex telephony problems across suppliers and departments using a logical and methodical approach. Collating information to escalat e to our 3rd party where required
* Lead the planning and co‑ordination of planned works, including raising changes, representation at CAB and updating stakeholders
* Support our colleagues through implementation of service improvements or support in use of our systems
* Provide out of hours support through on call and planned changes to keep our systems running smoothly
* Ensure documentation meets the required standard and is kept centrally for all support services and systems
* Assist colleagues in adopting our technology applications and best practices
About you
Do you have experience in supporting telephony systems? Do you strive to provide excellent customer service whilst continuing to learn new skills? If so, this role could be for you! You will also have:
* Experience in supporting telephony platforms, our existing platform is Mitel based with a number of applications such as Mitel Border Gateway, MiVoice Business, Mitel Contact Centre and Micollab
* Be adaptable and keen to learn new technologies as these change over time
* Experience with other Telephony applications such as call recording, Workforce Management, Eckoh IVR, Dialler would be advantageous
* Strong workload management skills and working at pace
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility.
We offer a range of flexible working options without unsocial hours, which can help you find a healthy work‑life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
Development.
We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity.
We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
* Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
* Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals we’re all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
* Pension. We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
* Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
* My Benefits. When you join YBS you’ll have access to our self‑service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, apply now to send us your application.
Want more information?
If you have any questions about this role, please contact Mike Peel on careers@ybs.co.uk
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