Enterprise Unified Comms Support Engineer

We’re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Carl Saunders, Head of Unified Comms. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to and we will get back to you as soon as possible.

FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

The Role

This role is an exciting opportunity for the right candidate to immediately contribute to the success of Zen and to work within a dynamic, open minded and supportive team, gaining recognition for their individual contribution.

As a Support Engineer, you will act as a key technical support advisor in Cloud Communications / Hosted Voice for support of Zen Enterprise customers. As well as providing a point of escalation for colleagues to resolve customer service incidents and problems, you will be also ensure continual efficiency of the product by resolving configuration problems and making modifications to meet the customers needs.

The role will suit individuals with demonstrable experience in deploying and supporting Cloud Communications solutions and who are committed to providing excellent customer service. Must be proficient at identifying and resolving incidents with limited information from customers and understand the impact of service failure on our customer’s business.

As Cloud Communications is the current telephony solution of choice for Zen itself this role also acts as a 3rd line support desk for Internal Systems, candidates must have strong interpersonal skills and the ability to build healthy relationships with colleagues from other departments.

Key Responsibilities

• Helping to ensure the features and capability of the proposed solution meet the customer’s business requirements
• Helping to drive continual service improvement by identifying and implementing change to customer solutions that will improve performance and reliability
• Providing pro-active management of customer solutions to ensure we deliver a high level of customer service
• Mentoring and supporting colleagues to raise general skill level within the business as part of divisional growth
• Provide escalation assistance to Zen’s Internal Systems to support in the resolution of complex technical issues
• Maintaining and developing own knowledge and skills in line with being an expert in a chosen specialisation
• Providing ad-hoc professional services to customers on their on-going projects and implementations including, but not limited to, potential on-site assistance
• Identify trends and escalate repeat issues or service risks into service and account management teams
• Support the creation of knowledge-based articles/resources as part of the Centre Of Excellence

Candidate Profile

• Experience in voice services/products including Cloud Communications (Broadworks and the Uboss portal would be ideal), WLR, Porting, Mobile, DSL, FTTC/FTTP, QOS and SIP
• Knowledge of Contact Centre and the associated reporting
• Proven experience in supporting Cloud Communications 3rd party services, including Polycom, Yealink, Cisco, Unity Suite, Webex, Go Integrator, Akixi, and others
• The ideal candidate will already have experience of working as part of a larger team to support customer requirements.
• Understanding of network fundamentals and the relationship between IP networks and voice services
• A preference would be to have knowledge of stateful firewalls.
• Adaptable with a keen interest in new technologies and self-improvement.
• Committed to delivering excellent customer service.
• Able to inspire confidence in others and build strong rapport with colleagues, customers and suppliers
• Patient and willing to go the extra mile when dealing with customer solutions.
• Able to remain calm and focused under pressure.
• Analytical structured approach to problem solving.

At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.

Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.

Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.

We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a certified Great Place to Work TM and B Corp Certified!