|Job Title: IT Support Pay: £14.33 per hour Location: Cardiff Start Date: ASAP Duration: Ongoing
We are looking for a candidate who can administer and maintain a telephony system for our client based in Cardiff. The role will be office based initially then working from home once trained on the system.
About you: * Have experience working in a similar role * knowledgeable about these specific products : Mitel MiVoice, MiCollab and CCM
Role: * Support and manage an on-prem Mitel VoIP telephony system * Provide first line support to circa 1,500 telephony users across multiple sites * The system is based on the Mitel MiVoice for Business platform * Several contact centres setup within CCM * Circa 150 contact centre agents * RedBox Call Recording linked to contact centre agents Users have a mix of the following: * Physical desk phones * MiCollab soft phones with Ignite * 3CX softphones Circa 80% of users are working from home
Duties: * Setting up new users, change requests and removing leavers * Assist users in connecting their soft phone to the system * Assist call centre users authenticating or logging into the system * Investigate and resolve telephony related calls to the help desk * Escalate technical issues to a third party maintenance partner * Undertake, if it is within their competence, changes to call centre workflows Larger scale changes should be notified to their manager for additional third party resource * Other duties that may arise to support the work of the team
Acorn Recruitment Ltd is acting as an Employment Business in relation to this vacancy