Job Description

Job Title: Hosted Support Analyst

Location: Ewloe / Hybrid (2 from home, 3 from office)

Salary: Up to \xc2\xa325,000 BOE

Contract type: Permanent

About the role

We are looking for a Hosted Telecoms Support Analyst to join our incredibly impactful, mission driven organisation! You will have growth opportunities and be able to collaborate closely with other creative and engaged team.

The role will suite someone that has come from a strong Telecoms or networking background that has administered VoIP for a reseller with a large base of customer (500+). You`ll need a background or knowledge of the install of customer premises equipment consisting of PABX / switch & routers/ LAN/ WAN and troubleshooting.

If you are an engineer from an in-house background or looking to be one of the lead member of an experienced support team to providing technical support to clients and engineers with knowledge of CPE equipment such as Avaya, Mitel, Panasonic, Polycom, Samsung, NEC or LG then we would be really interested in hearing from you. If you have previous customer service experience with an understanding or knowledge or Telecoms this would be a great role for you!

Training will be provided on the specific voice platform technology, so the role represents an excellent opportunity for an experienced installer to add additional skills to their portfolio.

What you\xe2\x80\x99ll do

• Logging customer queries and requests by telephone and email
• Analysing SIP Traces so you can spot common trends and resolve faults.
• Where necessary, escalate issues or liaise with third parties.
• Working with customers to identify and diagnose hardware device, software applications, system, and/or network problems and advising on the solution.
• Logging and keeping records of customer issues and solutions.
• Responding to Moves, Adds and Change requests where required in a timely manner.
• Configuring Hunt Groups, Auto Attendants, Subscribers, Call Centres and other features.
• Testing and implementing fault solutions for customers.
• Outstanding problem-solving skills, resourcefulness, attention to details and communication skill, both verbal and written.
• Understanding and anticipate customers needs and requirements. Must be able to establish effective internal and external customer relationships.
• Must be able to plan work and schedule task and activities and manage them accordingly.
• Broadsoft and Asterix based Hosted PBX.
• Exposure to traditional IP PBX would be useful.
• Wireshark packet analyser support.
• Strong understanding of DSL products (such as ADSL/FTTC) and FTTP/Leased Line.

Requirements

What we are looking for?

Technically you will have experience in support the following:

• Broadsoft and Asterix based Hosted PBX.
• Exposure to traditional IP PBX would be useful.
• Wireshark packet analyser support.
• Strong understanding of DSL products (such as ADSL/FTTC) and FTTP/Leased Line.
• Configuration of switches and routers.
• TCP/IP, SIP, RTP, DNS, DHCP.
• VLANs and trunking, Q-in-Q (desirable \xe2\x80\x93 not necessary).
• Analysing SIP Traces and Flows.

Essential

The ideal engineer will have the following experience:

• Installation or Support knowledge relating to of business telephony / CPE systems.
• Troubleshooting and support of Switches and Routers (Cisco/Netgear).
• Familiarity with survey/project planning concepts.
• Strong troubleshooting and problem-solving skills.
• WAN/LAN network experience (highly advantageous).
• VoIP, SIP, Flow, Wireshark, Network, ADSL/FTTC/FTTP/Leaser Line, 2nd-Line, Technical Support, Telecommunications, Cloud, Hosted, PBX.
• Ability to manage a large number of simultaneous support cases
• An enquiring mind, willing to dig into problems and solutions
• Full UK driving license

Benefits

Who are we?

Arrow has 25 years\xe2\x80\x99 experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK\xe2\x80\x99s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight\xe2\x80\x99s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for Arrow?

At Arrow we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Arrow a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• \xe2\x80\x98Design Your Life\xe2\x80\x99 training and development programme
• Flexible working
• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Arrow Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.

#LI-Hybrid

Arrow Business Communications