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IT and Telecoms Support Analyst
Location
United Kingdom
Posted
6 days ago
Salary
0
Seniority
Mid Level
Job Description
IT and Telecoms Support Analyst
Spectrum.Life
• End-user and service desk support • Provide prompt technical support to internal colleagues across laptops, mobile devices, Microsoft Windows, Office 365, Active Directory, and SharePoint. • Support customer-facing teams in troubleshooting end-user issues on our products and services, improving response and resolution times and meeting support SLAs. • Help implement and administer the improved IT service desk, including ticketing configuration, workflow definition, categorisation, and staff onboarding to the new system. • Telephony platform administration • Day-to-day administration of the Asterisk and FreePBX platform, including extension management, dial plan configuration, and IVR setup. • Manage and maintain call queues, ring groups, and routing logic across all active DDIs, and configure agent pause codes and operational states. • Coordinate with the telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution, carrying out changes in line with the Release and Deployment SOP. • Maintain telephony system documentation and keep the Telecommunications Management SOP current. • Call centre operations • Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates. • Support operational teams with call flow changes, queue adjustments, and IVR prompt updates in response to business need across Ireland, UK, and Australia. • Reporting and call statistics • Maintain and develop the call statistics system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting. • Build and improve automated reporting pipelines, working alongside the Data function where applicable, and ensure reporting is accurate, timely, and relevant. • Wallboard development and maintenance • Administer and maintain the live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility. • Develop new wallboard views and features, such as agents available versus calls waiting, working with the Head of IT on iterative improvements (PHP with a server-side cached data layer and a JavaScript client). • Monitoring, availability, and incident management • Conduct routine checks on IT systems, telephony infrastructure, and networks to identify issues before they escalate, monitoring call systems, server health, and connectivity. • Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information Security Incident Response Policy, maintaining line issues registers and contributing to post-incident reviews. • Maintain awareness of the telecoms vendor SLA and support the Head of IT in holding the vendor to its contractual obligations. • Security, compliance, and ISO 27001 support • Assist with internal ICT audits and compliance tasks, reviewing system configurations, user access levels, and vendor compliance against policy. • Maintain documentation needed for ISO 27001 audits and work with the Security and Privacy team to remediate findings, demonstrating continuous internal review of IT systems and suppliers. • Projects and continuous improvement • Contribute to major IT initiatives such as telecoms stability projects, new tool deployments, and office IT setups, taking delegated ownership of workstreams from the Head of IT. • Identify opportunities to streamline and automate recurring tasks, including reporting, and apply AI and scripting tools to improve speed, consistency, and quality where appropriate.
Job Requirements
- A degree in Computer Science, IT, Systems Engineering, or a related qualification, or equivalent practical experience.
- At least two years in an IT technical support role, supporting Windows, Office 365, Active Directory, and SharePoint, with strong working knowledge of Windows and Mac OS.
- Hands-on experience administering telephony or IP systems in a production environment, including call queues, IVR configuration, DDI routing, and dial plan logic.
- Direct Asterisk and FreePBX experience is a strong advantage.
- Practical experience producing operational reports and working with call data, from QueueMetrics, CDR records, or equivalent tools.
- Comfortable with PHP or equivalent server-side scripting for telephony integrations and data handling, and able to read call flow logic, PBX event data, and system logs to diagnose faults.
- Familiarity with IT ticketing systems and strong customer-facing communication skills.
- Strong written documentation skills, able to produce and maintain SOPs and configuration records to an auditable standard.
- Able to work under pressure in a fast-paced environment, with strong attention to detail and an analytical, problem-solving mindset.
Benefits
- Work from home
- Competitive salary (Dependent on experience) + employee benefits
- Continuous professional development and training opportunities.
- 25 days of annual leave
- 24/7 EAP and a wide range of health and wellbeing supports
- Extensive list of employee perks and benefits: https://app.box.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl
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