3rd Line Technical Analyst UC **General Information** Press space or enter keys to toggle section visibility 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 Individual Contributor Job Type Experienced Job Field PROFESSIONAL_SERVICES_CONSULTANCY Seniority Level Associate **Description & Requirements** Press space or enter keys to toggle section visibility **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. (https://www.xerox.com/en-us/jobs/diversity) **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 of 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. So they are able to perform the required function, it is essential a UC Technical Specialist has a high level ability to work on VoIP technology and support. UC Infrastructure Technical Specialists must have a good understanding and ability to work unsupervised on ITEC Voice and Mitel 3300 including ARS routing, voicemail, SIP, ACD, MBG, configuring MXE’s and CX’s for analogue lines, configuring ACD, ACD express, creating and configuring users on the 6100 platform, command line diagnostics, call routing, RAD and possess extensive knowledge of the Mitel Handsets and maintaining a multi node Mitel cluster environment with full resiliency. **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 + Co-operation 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:** + To support your colleagues, wherever practicable, to ensure they meet their objectives + To support the Board of Directors and Management Team in delivering change that benefits the business as a whole + To adhere to Itec’s Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible. + To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. + To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller. + To undertake such other duties as may be reasonably expected. + To provide a healthy and comfortable working environment, smoking is prohibited throughout the company’s premises, except in specially designated areas. + To work in accordance with our 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: + Mitel MiVoice Business + Mitel Border Gateway + Mitel MiCollab + Mitel AWV + Mitel MSL + MiCloud Office + MiVoice 250 + MCS + Ability to plan, organize and adapt to changing job tasks within own role + Open to respond to feedback and committed to self-development + Team worker, ability to prioritise and delegate 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 working in a UC service desk environment + Mitel MiVoice Business (MCP) + Mitel Network Plus **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 + ITIL Service Management + Foundation, Practitioner and Manager + Mitel MiVoice 250 + Mitel MICC Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.