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Telecoms Analyst

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MBA are proud to partner one of the Midlands most innovative finance organisations in their search for an experienced Telecoms Engineer – Ring Central on a permanent basis. The role will have a specific focus on will implementing, maintaining, and supporting the UK fixed line and mobile telephony service, concentrating on the RingCentral platform. The role will be based in Central Birmingham with remote / working from home opportunities. Telecoms Engineer – Job scope: * Action telephony support tickets and requests * Program RingCentral and NICE inContact systems. * Constantly review the telephony infrastructure, recommend and implement system improvements * Document each site's telephony configuration and update with any changes made * Work with the Operational Business Units to ensure land line telephony is fit for purpose * Setup users mobile email * Assist users with configuring mobile devices * Ensure mobile devices meet corporate policies e.g. have MDM solution installed * Work with telephony suppliers to ensure services provided are correct and suitable * Train users on use of handsets and systems * Produce training and usage documentation e.g. FAQs * Work closely with IT Service Desk to ensure any telephony issues that can be rectified by the Service Desk, are fixed first time * Arrange for hardware replacement where required Telecoms Engineer – Responsibilities * Manage ticket queue and take responsibility for tickets that are assigned to the Telephony team. * Log/Update calls within Service Desk call logging system (EasyVista) with all appropriate information. * Communicate ticket progress to end user/customer, including changes to ticket progress and escalations. * Prioritise workload accordingly; understanding impact to business. * Report high priority issues to Senior Manager, Infrastructure and AVP Global Infrastructure Solutions. * Report critical/security issues additionally to ICT Security Manager. * Proactive in creating and updating Knowledgebase documentation. * Communicate effectively with team members to allow sharing of knowledge and issue details. * Use initiative and available resources in order to troubleshoot. * Proactive to make relevant changes to improve processes, including maintenance and management of systems. * Work with 3rd party suppliers in order to log and resolve issues. Telecoms Engineer – Skills * Excellent written and verbal communication skills; ability to communicate at all levels. * Self -motivated and ability to manage own workload * Excellent troubleshooting/fault finding * Excellent spoken and written English * Good team-working ability, including with remote teams * Demonstrable problem solving and analytical skills * A strong attention to detail & excellent organizational skills Telecoms Engineer – Knowledge: * VoIP Telephony including MPLS, QOS and VLAN theory * Proven hands-on experience of RingCentral phone system and NICE inContact systems * Mobile Device Management tool experience (Intune preferably) * Experience with call recording systems * Knowledge of ADSL support including fault finding and router configuration * Knowledge of WiFi device configuration and support Telecoms Engineer – Person * Previous exposure to telecoms & user support and working as part of an IT team. * Proven technical skills. Telecoms Engineer – Perks Company pension scheme Flexible working / holidays Training and development opportunities. Salary: £25,000 / £35,000 For an informal discussion please contact Mobile –

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