City: Bristol
State/Province: Bristol
Country: United Kingdom
Department: PROFESSIONAL_SERVICES_CONSULTANCY
Date: Thursday, February 20, 2025
Working time: Full-time
Ref#: 20034743
Job Level: Experienced
Job Field: PROFESSIONAL_SERVICES_CONSULTANCY
Seniority Level: Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Purpose:
UC Technical Specialists play an integral role in providing a high-quality UC support service to our customers. The primary function of the role is to take ownership of UC support calls, either highly technical or high priority. The individual should be comfortable liaising with customers over the phone or email; possess a familiarity with ITEC clients and the ability to access all relevant support tools and information as required. UC Technical Specialists are expected to provide user guidance, perform service requests, maintenance and monitoring tasks, and respond to alerts. It is essential that a UC Technical Specialist has a high-level ability to work on VoIP technology and support.
Primary Responsibilities:
* Respond to client requests within support agreement targets
* Provide support and maintenance for VoIP systems provided by ITEC
* Point of escalation for UC Technical Analysts
* Proactive management of VoIP platforms
* Build rapport with all new and existing clients to develop positive working relationships
* Cooperate to promote the development of the support team and the success of the company as a whole
* Call logging and regular feedback to the UC Team Leader and Service Desk Manager
General Responsibilities:
* Support colleagues to ensure they meet their objectives
* Support the Board of Directors and Management Team in delivering beneficial change
* Adhere to Itec’s Equal Opportunities policy and actively promote equality of opportunity
* Be responsible for your own health and safety and that of your colleagues
* Work in accordance with the Data Protection Act
* Undertake other duties as may be reasonably expected
* Provide a healthy working environment; smoking is prohibited except in designated areas
* Work in accordance with ISO27001 Information Security policies and procedures
Required Experience:
* A thorough understanding of VoIP technologies
* A good understanding of IT and network infrastructure
* Proficient in the use and support of MiVoice 250 + MCS
* Ability to plan, organize and adapt to changing job tasks
* Open to feedback and committed to self-development
* Team worker with strong leadership skills
* Excellent communication, interpersonal and presentation skills
* Strong analytical, logical and troubleshooting skills
* Strong verbal and written communication skills
* At least four years’ experience in a UC service desk environment
Desired Experience:
* Proficient in the use and support of other VoIP platforms, particularly Avaya, Digium, Shoretel and Asterisk
* Service delivery management and methodologies
* Experience in a UC service desk team leader position
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