IT Voice Support Engineer

Company description

Location: Predominantly remote with some travel to one of our AA offices i.e., Basingstoke, London, Newcastle, Cheadle, or Oldbury

Employment Type: Permanent, full time

Additional Benefits: Annual Bonus & On-Call Allowance

Thought The AA only provide roadside assistance? Think again.

For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as an IT Voice Support Engineer, you’ll play a key part to our success and join us on this exciting motoring journey.

#LI-THEAA #LI-Remote

This is the job

Joining the AA as an IT Voice Support Engineer, you’ll provide key valuable support to our business across all areas including contact centres and roadside operations teams with their telephony systems and voice applications with faults, major incidents, software upgrades and new features being rolled out.

Becoming an IT Voice Support Engineer, you’ll utilise your experience and skills with systems/infrastructure, scripting, and development skills to investigate and resolve complex tasks related to voice hardware and software technology component analysis, integration, and incident/problem resolution.

As part of this crucial team, you’ll take part in a 1 in 2 on-call rota to be readily available on evenings and weekends for any outage or major incident affecting our contact centres to ensure we continue to support our AA customers.

What will I be doing?

• Investigate & resolve both L1/L2 incidents logged via our IT Service Desk as well as other support and enquiries regarding voice technologies
• Analyse and monitor telephony performance, troubleshoot outages, and manages vendors to ensure optimal system performance
• Administration and configuration of Cisco UCCE, Cisco CUIC, Eleveo (Zoom) Call Recording Teleopti Work Force Management, Acqueon Outbound Dialling Campaign Manager, Vodafone INContact
• Manage patching, updates, and releases to existing voice systems
• Support with writing technical documentation, develop and enforce policies, work instructions (runbooks) and procedures in accordance to company requirements within Voice infrastructure
• Design and support Voice infrastructure and associated software i.e., PBXs, reporting applications, Call Centre technologies including CTI integration, reporting, recording and work force management etc.

What do I need?

We love tech…

• Experience providing telephony/voice IT support on both hardware and online software
• Experienced IT professional with the ability to manage IT tickets from the outset and through to successful resolution
• Skilled knowledge with various telephony systems and software as well as other ancillary tech i.e., Eleveo call recording, Teleopti WFM, Acqueon outbound Dialler etc.
• Strong knowledge and understanding of networking principles i.e., VoIP, SIP, H.323, TCP/IP, IP VLANs, Ethernet, Routing, Switching, DHCP, DNS, QoS etc.
• Demonstrable technical ability to contribute to the design, integration, and support of network/voice Infrastructure

…but more about you

• Ability and willingness to participate in on-call rotation 1 in 2 weeks to provide support within a 24x7 operational environment
• Flexible to travel to various UK locations as required to support the telephony infrastructure
• Strong communication skills with the ability to provide IT support to all stakeholder levels including Senior Leaders, Executives and Directors
• Passionate to learn and develop new/existing skills and willing to share new knowledge with wider IT teams including new techniques and methods

Additional Information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• Annual Bonus
• On-Call Allowance
• Diverse learning and development opportunities to support you to progress in your career
• 25 days annual leave plus bank holidays
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Worksave pension scheme with up to 7% employer contribution
• Dedicated Employee Assistance Programme

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.