Infrastructure Analyst ( Telephony & Unified Communications)

New role to join a busy and professional team. The successful candidate will be hard working and self motivated and be able to communicate effectively with internal and external customers. You will be responsible for delivering support or project solutions both on time and with a high quality approach.

Position               Infrastructure Analyst – Telephony & Unified Communications

Division               IT Department

Relationships    Infrastructure Manager

Position Objectives The post holder will work as part of the firm’s Infrastructure Team with specific responsibility for the support, maintenance and evolution of the firm’s telephony and unified communication systems. This will involve working with servers, networking and software. The position provides exposure to a broad range of IT-related projects and activities.

This is a 3rd line role within the IT Infrastructure Team, a part of the firm’s IT Department.

This is a varied role where multi-tasking and a variety of skills are required.  The ability to work closely with the rest of the Infrastructure Team, other teams in IT and all levels of users will be an essential requirement.

Main Duties

1.            Pro-actively plan and maintain the configuration of the Mitel telephony and unified communications systems.

2.            Administer the day to day changes to the Mitel systems requested by users via the service desk.

3.            Handle incident and problem management adhering to ITIL practices in a 3rd line capacity.

4.            Liaise and be primary contact for telephony and UC system suppliers, specifically for support, licencing and billing.

5.            Develop documented processes and transfer knowledge to 1st/2nd line personnel so they can resolve simple changes or issues.

6.            Provide 3rd line support of company servers, systems and networks.

7.            Undertake IT projects as instructed by the Infrastructure Manager.

Essential:

•              Experience of implementing, supporting and managing Mitel 3300 and/or vMCD systems in a multi-site environment.

•              Strong IP telephony skills.

•              Experience of supporting Windows Server 2003, 2008 and 2012 in a multi-site environment.

•              Strong multi-site networking functions experience including DNS, DHCP and TCP/IP.

•              Experience of supporting a multi-site implementation of Active Directory.

•              Strong organisational  and communication skills.

•              Ability to work with and manage suppliers.

•              Ability to work under pressure and to tight timescales.

•              Ability to write technical support documentation to a high level.

Desirable:

•              Experience of implementing, supporting and managing Mitel Application Server, MiCollab UC, ACD and NuPoint voicemail.

•              Mitel UCA and Collaboration Advanced client applications implementation and support.

•              Xarios call recorder experience.

•              Data Track Eclipse call logging system experience.

•              Experience of configuring and supporting VMWare.

•              MCSA or MCSE.

•              CCNA.

•              ITIL experience and qualification.

•              Configuration of HP & Cisco switches.