Unified Communications Analyst

Shoosmiths - UK Law Firm of the Year Winner at the Legal Week British Legal Awards 2015.

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

Having gone through an exiciting period of change with the implementation of a new telephony system, we are now seeking a Unified Communications Analyst assist in the running of Shoosmiths' voice and data infrastructure.  

• Management of our Unified Communications platform including call routing, user setup, mobility, presence and expressway.
• Management of our Contact Centre environment including call flow designs, agent administration, reporting and other CC administrative tasks.
• Provide day to day network and security support, working closely with all IS Support teams.
• Maintain and administer our Network and Security Infrastructure.
• To assist in project work and the transition of these into the support teams.
• Provide reports on system performance and capacity usage.
• Ensure procedures and documentation is updated. Produce new documentation and procedures when appropriate.
• Keep current on new areas of technology in related areas.

Main responsibilities

• (50%)  UC and CC Telephony support and management
• (40%)  Network & Security Support
• (10%)  Other tasks as appropriate

Technical skills and competencies

• Ability to work independently using your initiative is essential.
• Ability to work well within a team and as an individual.
• Knowledge of Data & Voice communications predominantly Cisco.
• Knowledge of Security Technology.
• A creative thinker who is practised in the analysis of problems and can produce practical solutions.
• An eye for the detail yet able to take the holistic view.
• Knowledge of technical standards and products.
• Positive attitude with strength of character and determination to succeed.
• Maintain high standards, setting and achieving goals.
• A good working knowledge of technology and business.
• Cope under pressure.
• Ability to identify areas requiring improvement.
• Ability to identify problems and act on them.
• Good organisational skills to ensure that tasks are effectively scheduled within working time available.
• Ability to communicate effectively with all levels of users.
• Self-motivating with a flexible approach, including a preparedness to actively seek work.
• An inquisitive and analytical mind.
• A methodical and accurate worker, able to see tasks through to the end.
• The ability to express ideas clearly in speech, email and documentation.
• The confidence, maturity and stature to deal effectively with colleagues in all parts and levels of the business.
• Cooperative, service orientated, individual and team worker.

Role-specific knowledge and expertise

Essential

• Problem Solving skills
• Ability to interact at all levels
• A Grounding in Network Infrastructure (Data and Voice)
• Knowledge of Security and Compliance
• Knowledge of Cisco Finesse, CUCDM, CUIC and CCDM, Unity
• Knowledge of Cisco Routers and Switches

Preferred

• Knowledge of Legal IT systems
• Experience in ITIL best practise
• Experience in a Networking/ IT Support role

Experience, qualifications and other role-specific requirements

Essential

• Qualified to HNC level or 3 years’ experience in a technical role.

Preferred

• Experience in a law firm, professional services firm or other service sector industry
• Cisco Accreditation in Voice or Data
• Experience of ITIL best practice together with ITIL certification

Additional details

Travel to other Shoosmiths offices will be necessary on occasions.

It is essential that the Network Analyst can work flexible or extended hours to complete some tasks outside of core business hours of 08:00 to 18:00.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted.  These checks will include employment references covering the last 5 years, proof of ID, proof of address covering the last 5 years, Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments - should any adverse data show on the Personnel Vetting search then any offer of employment made will be withdrawn).Terrorism Check (against data supplied by the Bank of England) and a DBS check previously known as a Criminal Records check. 

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.