Job Description

Company DescriptionAt Smiths we apply leading-edge technology to design, manufacture and deliver smarter engineering solutions for mission-critical applications, solving some of the world's toughest problems for our customers, our communities and our world. We are a FTSE100, global business of around 15,000 colleagues, based in 50 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity, and supporting new homes. Our products and services are often critical to our customers operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170-year history of innovation, and four global divisions, all experts in their field.The primary function of the UC\Voice Analyst role is to provide support and maintenance of Smiths fixed line voice and telephony\UC estate along with the migration of the estate to Microsoft Teams telephony. The role will require working with multiple vendors and internal support teams to ensure that end to end SLAs, system uptime, performance is maintained and successful migrations to Microsoft Teams telephony, as well as tracking spend to site, raising Purchase Requests and managing invoices.

• Provide technical support of fixed line voice and telephony\UC.
• 2nd line support of all aspects
• Document, support, maintaining and managing Smiths fixed line voice, toll free lines, telephony\UC environment.
• Creating and maintaining documentation for both support teams and customers.
• Manage\resolve support tickets, outages, Major Incidents and escalations.
• Monitor and report performance and usage of Smiths Voice and UC estate.
• Divesture and Acquisition support.
• Maintain and support voice gateways (Audiocodes)
• Support the implementation of new UC\Voice deployments.
• Follow the standards for best in Smiths service and support for end users
• Understand governance and compliance standards across our telephony\UC environment
• Manage and track the monthly invoices for the telephony estate
• Work to identify and eliminate\cleanup unused phone lines from legacy infrastructure to reduce monthly bills to the business
• Ability to work different shifts: APAC, EMEA and North America

Qualifications

• 1-2 years of experience with all aspects of telephony and fixed line voice (POTS, ISDN, PRI and SIP)
• 1-2 years of experience with supporting Contact center solutions (preferably Genesys PureCloud Contact center)
• Experience migrating existing premises-based PBXs to cloud PBX (preferably MS Teams or Skype for Business)
• Experience analyzing and reporting fixed line bills and customer service records
• Experience supporting Audiocodes SBA\SBC
• Experience with Microsoft Teams Telephony with direct routing or operator connect
• Microsoft Office Professional Software Applications (Word, Excel, PowerPoint, Access, Outlook)

Additional InformationWhy Smiths?

• Be Part of Something Big: As we expand our footprint across APAC and MEA, youll play a key role in building the teams that will define our future.
• Growth Opportunities: At Smiths, we believe in your growth as much as our own. Youll have the chance to shape your career and expand your leadership capabilities in an ever-evolving global landscape.
• Collaborative Culture: Join a diverse, collaborative team where innovation and fresh ideas are encouraged.
• Work-Life Balance: Enjoy flexible working arrangements and a supportive work environment.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation xe2x80x93 including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our careers website ( )

Smiths Group