IT & Telecoms Support Specialist (25-26 Hours Part-Time)

Flexspace is the UK’s leading provider of flexible workspace and this vacancy is for an IT & Telecoms Support Specialist to join our team at our Peterborough Head Office. You will be working closely with our external IT Service Provider, our Occupiers, and our Internal Centre Managers across the business. You will manage the onboarding of new occupiers to our telecoms and broadband services while monitoring service provider adherence to SLAs. You will analyse bandwidth usage across multiple sites, manage Wi-Fi-only network locations, and lead company-wide IT projects alongside our outsourced IT support provider. A key part of the role is to build strong working relationships with internal and external customers. You will be provided with a comprehensive induction at our Peterborough site and then on-the-job training. This is a part-time position 25 to 26 hours per week across 4 or 5 days. The salary is £28,000 to £30,000 per annum (pro rata).

Key Responsibilities

• Onboarding new occupiers with our telecoms and broadband service provider.
• Monitoring performance of the Telecoms and Broadband Service provider and adherence to SLAs.
• Provide data analysis of bandwidth usage across multiple sites.
• Set up & Manage WIFI only network site(s).
• Lead on Company wide IT Projects in conjunction with our outsourced IT Support provider.

Skills, Knowledge and Expertise

• Act as the main point of contact between Flexspace and our Service Provider.
• Deal with customer complaints, enquiries, and concerns promptly and professionally while maintaining good customer relationships.
• Work independently within the CRM system and alongside Centre Managers to onboard new customers and ensure services are provisioned correctly.
• Ensuring connectivity outsourced provider has up to date list of current Occupiers and informed promptly of exiting Occupiers.
• Follow company processes accurately, including ticket management, go-live procedures, and post-setup support.
• Develop and maintain good working relationships with internal teams, customers, and suppliers.
• Maintain a customer-first approach in all aspects of the role to support excellent customer service.
• Prepare and issue ad-hoc licence agreements for telecoms services.
• Resolve telecoms billing queries efficiently and accurately.
• Troubleshoot equipment issues, including rebooting switches, checking cable integrity, and carrying out port testing.
• Monitor site bandwidth, telemetry, and uptime.
• Assist on connectivity and Telecoms projects alongside our Service provider.
• Responsible for managing Flexspace IT Hardware tasks.
• Assist on IT related ad-hoc projects.
• Monitor SLA performance of our outsourced IT provider.
• Set up VoIP profiles, ring groups, and auto attendants to customer requirements.
• Manage the VoIP system, including applying diverts, processing port requests, and setting up hard and soft phones.
• Assist with the development of process automation across the Business.

Experience, Qualifications, Training requirements

• Experience working within a property or facilities environment (preferred but not essential).
• Proven experience in a B2B and/or B2C environment.
• Basic understanding of networking concepts, terminology, and VoIP systems (preferred but not essential).
• Experience working with VLANs, networking equipment such as switches and firewalls, and troubleshooting network issues (preferred but not essential).
• Strong IT literacy required.

Knowledge, Skills, Behavioural requirements

• Commercial: Strong commercial awareness and value judgment skills; demonstrated ability to take initiative and consistently meet goals and deadlines; excellent communication and presentation skills, verbal and written.
• Communication: Strong time management skills with experience multitasking; good inter-personal, communication and presentational skills; strong MS Office Skills and highly systems literate.
• Collaboration: Team player and collaborator with ability to take direction and develop others; excels under pressure; ability to work both independently and cooperatively in a fast-paced environment while maintaining excellent attention to detail; innovative mindset with the ability to see opportunities and how to exploit them to deliver best value; committed to creating strong working relationships with clients and colleagues, acts with integrity and strives to act in the best interests of the organisation and team.
• Customer: A key part of the role is looking at ways to improve the way you serve customers, putting their needs at the heart of everything you do. You should be service focused; able to adapt to variations in work or environment, and your effectiveness is not impacted by change.
• Compliance: Compliance of all regulatory requirements, such as AML, KYC and Health and Safety requirements. Understanding and desire to ensure processes are right first time.

Benefits

Flexspace also offers 25 days leave plus bank holidays on a pro rata basis, as well as flexible start and finish times to fit in with you and the business. We take our employees' health seriously and so after 6 months offer an employee assistance programme plus a 24 hour GP line and support towards dental and optician costs. We also offer a discount at various retailers, restaurants and destinations to make your salary go further!