Telephony Systems Engineer

Job Title:             Telephony Systems Engineer

Location:             Home based (UK) with occasional nationwide travel

Salary:                 £35,000 – £45,000 (Depending on level of experience)

Contract type:    Permanent

#LI-Hybrid

 

About the role

 

We have an exciting opportunity for someone with a passion for Engineering and Technology to join our Telephony and Connectivity Engineering Team. This is a Remote role but you must be flexible to attend an office or customer site when required.

You will be working with great customers on the latest and legacy Telephony products.

Our Engineers work closely with all parts of the business, making sure Cases and Clients are kept up-to-date, acting as a link between ARO and our customers. The role is to ensure that customer issues and enquiries are resolved efficiently and promptly, while also providing excellent customer service at all times.

Our Engineering team are friendly and have a vast range of knowledge which they will share to upskill and assist in your day to day role, training will also be made available provided by our partners/vendors. It is also a great opportunity for someone who wants to develop their existing technical knowledge and abilities.

An ideal candidate will be someone who has a strong knowledge of Networking but valuable experience in VOIP/Telecoms. Experience with platforms such as MS Teams Telephony / Session Border Controllers (Audiocodes) / RingCentral / Mitel is highly desirable. Engineering would be your main responsibility however, liaising with customers is an important part of the role, as you will be required to make calls and handle cases via our customer portal. CSATs and KPIs will be used to measure performance and ensure that ARO’s excellent Customer Support standards are achieved.

 

Please note that this role involves travel to other ARO Offices and customer sites when required. You must have a full UK driving license and your own transport.

 

What you’ll do

 

Support:

• Ensure that our Telephony solutions are reliable, and meet client requirements.
• Resolve Customer Issues, addressing and resolving customer issues in a professional and timely manner, using both the phone and Bolt portal to liaise with the registered Customer contact.
• Respond to customer enquiries involves answering questions promptly and accurately, whether over the phone or through the Bolt support portal and making sure interactions are kept up-to-date.
• Update our technical database with any relevant information concerning the customer and their services.

 

Product Knowledge,

• Utilise existing knowledge from current team members and resources to assist customers and to upskill own knowledgebase

 

Implementation:

• Implement Telephony systems. Ensure that solutions are scalable, reliable, and meet client requirements.

 

Network Maintenance:

• Monitor, troubleshoot, and maintain Telephony networks to ensure optimal performance. Identify and resolve network issues if possible to minimize downtime.

 

System Upgrades:

• Plan and execute system upgrades and migrations, ensuring minimal disruption to services. Evaluate new technologies and recommend improvements to existing systems.

 

Collaboration:

• Work closely with other teams, including Telcon Support / Project Management and Account Managers, to provide technical expertise at all times.

 

Requirements

What we are looking for?

 

Essential

 

You will be a great communicator, willing to continually learn and have excellent Customer service skills,

• 5+ years’ experience in a customer facing Engineering role
• Knowledge of most standard Desktop software applications e.g. Teams, Excel,Word, Outlook etc.
• A good understanding of Networking, MS Teams and session border controllers (SBC’s)
• A can-do attitude and a real passion for supporting customers
• Ability to communicate information quickly and clearly
• Time management and prioritization skills
• Excellent telephone manner, with strong written and oral communication skills, including handling challenging customers

 

Desirable

 

Experience and knowledge of:

• RingCentral
• Mitel
• Call Recording

Benefits

Who are we?

ARO has 25 years’ experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• ‘Design Your Life’ training and development programme
• Flexible working
• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.