Voice Support Analyst - 2nd Line - Advania UK

Voice Support Analyst 

About Us:
We are the tech company with people at heart.

At Advania UK, we believe in empowering people to create sustainable value through the smart use of technology. As one of Microsoft's leading partners in the UK, specializing in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Working as part of Sipcom within Advania UK, we are looking for a Unified Communications Engineer to join us. You can be based anywhere within Florida State. 

Position Overview:

The Voice Support Analyst is responsible for providing specialist support to Sipcom partners and customers across a range of managed voice solutions and services. The service desk environment involves handling incoming calls, tickets, and emails while always striving to provide the highest quality support.

Please note that you will need to be based out of Florida to be considered for this position. 

Responsibilities:

In this role, you can expect to:

• Monitor and respond to key infrastructure alarms, metrics, or security events.
• Take ownership of tickets.
• Maintain excellent communication with all employees, clients, and customers.
• Train end-users on systems.
• Provide escalated support for L1 Support Engineers.
• Carry out changes following process requirements from customers or Sipcom.
• Ensure all activities comply with the Company’s Health & Safety Policy.
• Ensure operations adhere to approved procedures, processes or Company standards; identify any areas for improvement.
• Undertake any reasonable requests that help the Company meet internal and external expectations.

Qualifications & Experience:

Required:

• Excellent customer service skills
• Ability to prioritize and act proactively
• Experience maintaining SLA targets
• Desire to share knowledge and develop cross-skills
• Customer-focused attitude
• Efficient time management skills
• High standard of written and verbal communication
• Keen attention to detail
• General understanding of IP switching and routing (desirable)
• Experience responding to alerts and monitoring systems
• Microsoft 365 (M365) experience (desirable)
• Willingness to learn on the job and self-develop
• Exposure to ITIL processes (specifically problem, incident, and change)

Desirable:

• Experience working in a managed service provider environment
• Root cause analysis skills or problem management experience
• Voice experience
• Knowledge of telephony, PBX, SIP, or H.323
• Experience with unified communications or PBX administration (Microsoft Teams is highly desirable)
• Familiarity with Azure, AWS, Google Cloud, or other public cloud services
• Private cloud experience or orchestration (SCVMM, vCenter)
• ITIL certification
• Experience using automation tools

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Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation, gender identity, or any other basis protected by applicable law. Please let us know if you need any reasonable adjustments as part of the selection process by indicating these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.