Network Engineer - Telephony Voice

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 a 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. As Telephony Voice Network Engineer, you will -

• 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 escalate 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