Telephony Engineer

Guidant Global; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading recruitment agency is seeking a skilled Telephony Engineer in London to manage and support critical telephony systems. The role involves incident management, strong communication with stakeholders, and collaboration with vendors. Candidates should have several years of relevant experience and excellent problem-solving skills, with a commitment to service excellence. This position may require on-call work and the completion of security clearance prior to assignment.

Qualifications

• Several years of experience managing complex telephony systems.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Handle daily telephony queue, resolving incidents and service requests.
• Attend key meetings and represent the department through project lifecycles.
• Work with clients and vendors to maintain service standards.
• Identify and implement process improvements.
• Manage setup, maintenance, and cessation of telephony services.
• Oversee shared mailbox and resolver group activities.
• Be willing to assist other areas within Unified Collaboration.
• Occasional work outside normal hours for downtime and outages.
• Respond to urgent support calls on an on-call schedule.

Skills

Managing complex telephony systems

Problem-solving skills

Communication and stakeholder management

Service excellence commitment

Job description

Telephony Engineer

Location: London
Contract Type: Full-Time (5 days per week, approx. 228 days per year)
Working Pattern: Standard business hours with flexibility for out-of-hours work
On-Call Requirement: Participation in an on-call rota for out-of-hours support

About the Role

We are seeking a highly skilled and experienced Telephony Engineer to join our team. This is a critical role responsible for managing and supporting complex, important telephony systems, including switchboards and call distribution platforms. The successful candidate will have a proven track record in delivering reliable telephony services and ensuring minimal downtime for end-users.

Key Responsibilities

• Incident & Service Management: Handle daily telephony queue, resolving incidents, service requests, and general queries.
• Stakeholder Engagement: Attend key meetings and represent the department throughout project lifecycles.
• Collaboration: Work closely with clients and third-party vendors to maintain high service standards.
• Service Improvement: Identify and implement opportunities for process and risk mitigation improvements.
• Provisioning & Support: Manage the setup, maintenance, and cessation of telephony services.
• Mailbox & Resolver Group Management: Oversee shared mailbox and resolver group activities using Service Management tools.
• Cross-Team Support: Be willing to learn and assist other areas within Unified Collaboration.
• Out-of-Hours & On-Call: Planned Maintenance: Occasional work outside normal hours to manage downtime and outages.
• Public/Bank Holidays: Support may be required during non-standard working days.
• On-Call Rota: Respond to urgent support calls as part of an on-call schedule.

What We're Looking For

• Several years of experience managing complex telephony systems.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication and stakeholder management abilities.
• Professional approach with a commitment to service excellence.
• These contract roles will require you to conduct security clearance prior to assignment.

Guidant Global is acting as an Employment Business in relation to this vacancy.