Unified Communications Engineer

About the role

We are looking for a Unified Communications Engineer with a strong technical background and passion for problem solving.

Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. You will be delivering exceptional customer service for cases which have been escalated to you. As a Unified Communications Engineer, this could involve fixing a technical fault, answering a query or fulfilling a service request – anything that is needed to allow the customer to conduct their business.

Our ideal candidate would be an experienced engineer, who is an instinctive problem solver and able to drive technical solutions. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand.

Efficiency is also important to succeed, as you will be managing a diverse workload.

Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assists you to diagnose and fix customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

• Providing technical support for a diverse range of customer voice solutions, including but not limited to:
  • Mitel MiVoice Business and supporting Mitel applications.
  • Microsoft Teams (Direct Routing) and Anywhere Now.
  • Industry‑leading UCaaS and CCaaS Solutions.
  • Audio Codes Mediant SBCs and SIP Trunking via Aspire’s Core Voice Network.
• Identify trends in technical requirements and implementing changes in order to satisfy customer requirements.
• Working to SLA’s for incidents and requests, prioritising and managing workload effectively, managing several open incidents and requests whilst following existing procedures and best practices.
• Liaising with third‑party suppliers/vendors, escalating technical issues where appropriate.
• Support continuous improvement by identifying opportunities for improvement and efficiency including automation of manual processes.

• Experience working in Unified Communications including configuring, maintaining and supporting voice solutions including contact centres, voicemail servers and softphone/UC environments.
• Knowledge of networking fundamentals (routing & switching, firewalls, quality of service).
• Exposure to voice and network protocols such as SIP, RTP/RTCP, DHCP, DNS.
• Strong problem‑solving and technical troubleshooting skills with the ability to take swift action.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose issues and resolve issues.
• Excellent time management, planning and organisational skills to manage and prioritise own tasks and service desk issues in order to manage a diverse workload, exceed customer expectations and deliver results within agreed SLAs.

£26,400 to £36,000 per annum (depending on experience)

• Travel benefits including free parking, subsidised travel passes and much more!
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover

You will be based at Aspire’s Gateshead Head Office with travel as required.

We offer hybrid working where possible to support work‑life balance.

Full time (37.5 hours per week), Monday to Friday.

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.