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- Tasks: Provide expert support for voice technology and resolve client queries.
- Company: Leading Microsoft-focused cloud and digital transformation provider in the UK.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team environment with opportunities to work on diverse technical challenges.
- Why this job: Be the go-to expert in voice tech and make a real difference for clients.
- Qualifications: Experience in support roles and knowledge of IP routing and Microsoft 365.
The predicted salary is between 30000 - 40000 £ per year.
Location: Cardiff, Wales, UK / Hybrid – once a week
About the Company:
Our client is a leading, Microsoft-focused cloud, digital transformation and managed services provider in the UK. They helped the UK Government transition over 50,000 users to the Government Edition of their Platform. They helped UBS rapidly deploy voice services across the USA & UK in response to Covid-19 and many others globally.
Role Description:
As a Voice Support Analyst, you can provide specialist advice and guidance across a portfolio of clients. You will be considered a subject matter expert in diagnosing and resolving issues relating to voice-related technology. Being the first point of contact for queries, you act as front of the house for our organisation setting the benchmark for the level of professionalism and service we strive to offer. You will also be the second line of escalation for technical queries brought to you from more junior support engineers. The queries you will be involved in will vary in size and complexity. Often you will work across concurrent issues at one time, escalating for further technical intervention when required.
Specific tasks you can expect to be involved in include:
- Monitoring and reacting to key infrastructure alarms, metrics, or security events.
- Owning & managing tickets, ensuring queries are dealt with effectively.
- Training end-users on the use of systems.
- Assist with escalated issues brought to you via 1st line Support Engineers.
Requirements
Essential:
- Prior support desk experience.
- General understanding of IP switching and routing.
- Microsoft 365 (M365) experience.
- ITIL exposure (specifically problem, incident, and change).
Desirable:
- Voice experience.
- Working in a managed service provider.
- Root cause analysis skills or problem management experience.
- Telephony, PBX, SIP, or H.323.
- Unified communications or PBX administration (Microsoft Teams is highly desirable).
- Azure, AWS, Google Cloud, or other public clouds.
- Private cloud experience or orchestration (SCVMM, vCenter).
- ITIL certified.
- Automation and associated tooling usage.
Voice Support Analyst employer: Nazneen Still
Contact Detail:
Nazneen Still Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Voice Support Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that Voice Support Analyst role.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and understanding of voice-related tech. We recommend practising common interview questions and scenarios related to IP switching and Microsoft 365 to show you’re the right fit.
✨Tip Number 3
Don’t forget to showcase your problem-solving skills! During interviews, share examples of how you’ve tackled complex issues in the past. We want to see how you think on your feet and handle escalated queries.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Voice Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Voice Support Analyst role. Highlight your relevant experience, especially in support desk roles and any knowledge of voice technology. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a great fit. Don’t forget to mention your experience with Microsoft 365 and any ITIL exposure.
Showcase Your Problem-Solving Skills: As a Voice Support Analyst, you'll need to diagnose and resolve issues effectively. In your application, share examples of how you've tackled complex problems in the past. We love seeing your thought process in action!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Nazneen Still
✨Know Your Tech
Make sure you brush up on your knowledge of voice-related technology, especially Microsoft 365 and unified communications. Familiarise yourself with common issues and solutions, as well as the latest trends in IP switching and routing. This will help you demonstrate your expertise during the interview.
✨Showcase Your Support Skills
Be ready to discuss your previous support desk experience. Prepare examples of how you've effectively managed tickets and resolved queries. Highlight any instances where you trained end-users or escalated issues, as this shows your ability to handle complex situations.
✨Understand the Company’s Impact
Research the company’s role in digital transformation and their work with clients like the UK Government and UBS. Understanding their impact will allow you to align your answers with their mission and values, showing that you're genuinely interested in being part of their team.
✨Prepare for Scenario Questions
Expect scenario-based questions that test your problem-solving skills. Think about how you would approach diagnosing and resolving voice-related issues. Practising these scenarios can help you articulate your thought process clearly during the interview.