IT and Telecoms Support Analyst

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Spectrum.Life

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🧘 Wellness

📚 Education

💰 Series A on 2023-02

Healthcare Insurance • Wellness • Education

Spectrum. Life is a digital health company providing a comprehensive platform for health and wellbeing. They offer services for digital health, mental health, and wellbeing, targeting members, employees, and students through customisable engagement platforms. Spectrum. Life acts as a whole-of-health partner for large organisations in the UK, Ireland, and internationally, focusing on transformative digital health experiences. Their offerings include mental health support through digital platforms and apps, workplace wellness solutions, and health education. The company collaborates with health systems and businesses to deliver accessible and customizable care solutions aimed at engaging, empowering, and transforming individual lives.

📋 Description

• End-user and service desk support • Provide prompt technical support to internal colleagues across laptops, mobile devices, Microsoft Windows, Office 365, Active Directory, and SharePoint. • Support customer-facing teams in troubleshooting end-user issues on our products and services, improving response and resolution times and meeting support SLAs. • Help implement and administer the improved IT service desk, including ticketing configuration, workflow definition, categorisation, and staff onboarding to the new system. • Telephony platform administration • Day-to-day administration of the Asterisk and FreePBX platform, including extension management, dial plan configuration, and IVR setup. • Manage and maintain call queues, ring groups, and routing logic across all active DDIs, and configure agent pause codes and operational states. • Coordinate with the telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution, carrying out changes in line with the Release and Deployment SOP. • Maintain telephony system documentation and keep the Telecommunications Management SOP current. • Call centre operations • Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates. • Support operational teams with call flow changes, queue adjustments, and IVR prompt updates in response to business need across Ireland, UK, and Australia. • Reporting and call statistics • Maintain and develop the call statistics system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting. • Build and improve automated reporting pipelines, working alongside the Data function where applicable, and ensure reporting is accurate, timely, and relevant. • Wallboard development and maintenance • Administer and maintain the live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility. • Develop new wallboard views and features, such as agents available versus calls waiting, working with the Head of IT on iterative improvements (PHP with a server-side cached data layer and a JavaScript client). • Monitoring, availability, and incident management • Conduct routine checks on IT systems, telephony infrastructure, and networks to identify issues before they escalate, monitoring call systems, server health, and connectivity. • Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information Security Incident Response Policy, maintaining line issues registers and contributing to post-incident reviews. • Maintain awareness of the telecoms vendor SLA and support the Head of IT in holding the vendor to its contractual obligations. • Security, compliance, and ISO 27001 support • Assist with internal ICT audits and compliance tasks, reviewing system configurations, user access levels, and vendor compliance against policy. • Maintain documentation needed for ISO 27001 audits and work with the Security and Privacy team to remediate findings, demonstrating continuous internal review of IT systems and suppliers. • Projects and continuous improvement • Contribute to major IT initiatives such as telecoms stability projects, new tool deployments, and office IT setups, taking delegated ownership of workstreams from the Head of IT. • Identify opportunities to streamline and automate recurring tasks, including reporting, and apply AI and scripting tools to improve speed, consistency, and quality where appropriate.

🎯 Requirements

• A degree in Computer Science, IT, Systems Engineering, or a related qualification, or equivalent practical experience. • At least two years in an IT technical support role, supporting Windows, Office 365, Active Directory, and SharePoint, with strong working knowledge of Windows and Mac OS. • Hands-on experience administering telephony or IP systems in a production environment, including call queues, IVR configuration, DDI routing, and dial plan logic. • Direct Asterisk and FreePBX experience is a strong advantage. • Practical experience producing operational reports and working with call data, from QueueMetrics, CDR records, or equivalent tools. • Comfortable with PHP or equivalent server-side scripting for telephony integrations and data handling, and able to read call flow logic, PBX event data, and system logs to diagnose faults. • Familiarity with IT ticketing systems and strong customer-facing communication skills. • Strong written documentation skills, able to produce and maintain SOPs and configuration records to an auditable standard. • Able to work under pressure in a fast-paced environment, with strong attention to detail and an analytical, problem-solving mindset.

🏖️ Benefits

• Work from home • Competitive salary (Dependent on experience) + employee benefits • Continuous professional development and training opportunities. • 25 days of annual leave • 24/7 EAP and a wide range of health and wellbeing supports • Extensive list of employee perks and benefits: https://app.box.com/s/6wwkvowbev6cn7tlvq9yz32amnpmnvcl