IT and Telecoms Support Analyst

Role Overview

• 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.

Tech Stack

• JavaScript
• PHP

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