Spectrum.Life is a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions.
Our HealthTech delivers digital transformation for Insurers, Educators and Employers through Co-creation or seamlessly integrated out-of-the-box solutions, that decrease digital fragmentation and engage, empower, and transform their people’s lives.
Established in 2018 by Stuart McGoldrick and Stephen Costello, Spectrum.Life provides services internationally to over 7.2m insurance members, 3,000 corporate clients, 60 universities and 650,000 university students. Spectrum.Life currently employs over 450 people
Our vision is to change and save as many lives as possible.
IT and Telecoms Support Analyst
Remote - UK
Full-time
Permanent employee
About us:
Role Brief:
This role sits within the IT function and reports directly to the Head of IT. The scope is deliberately broad: a blend of front-line IT support, telephony platform administration, reporting, monitoring, service desk operations, and compliance support, with scope to take on project work and process improvement as the business grows.
As Spectrum.Life expands, the role will extend across all active markets. The person appointed will work closely with the Head of IT, the telecoms vendor team, the Data function, the Security and Privacy team, and operational stakeholders.
As Spectrum.Life expands, the role will extend across all active markets. The person appointed will work closely with the Head of IT, the telecoms vendor team, the Data function, the Security and Privacy team, and operational stakeholders.
Responsibilities:
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.
- Day-to-day administration of the Asterisk andFreePBXplatform, including extension management, dial plan configuration, and IVR setup.
- Manage andmaintaincall 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.
- 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.
- 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 isaccurate,timely, and relevant.
- Administer andmaintainthe 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).
- Conduct routine checks on IT systems, telephony infrastructure, and networks toidentifyissues before they escalate,monitoringcall 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,maintainingline 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.
- Assistwith internal ICT audits and compliance tasks, reviewing system configurations, user access levels, and vendor compliance against policy.
- Maintaindocumentation needed for ISO 27001 audits and work with the Security and Privacy team to remediate findings,demonstratingcontinuous internal review of IT systems and suppliers.
- 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.
- Identifyopportunities to streamline and automate recurring tasks, including reporting, and apply AI and scripting tools to improve speed, consistency, and quality whereappropriate.
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 andFreePBXexperienceisa strong advantage.
- Practical experience producing operational reports and working with call data, fromQueueMetrics, 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 andmaintainSOPs 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.
Desirable:
- Project management experience, formal or informal, with the ability to run a workstream end to end and keep stakeholders aligned.
- Experience applying AI tools to support, reporting, or automation tasks, and an interest in adopting AI-driven ways of working.
- Process automation or scripting knowledge for reporting and routine tasks.
- Exposure to ISO 27001 compliance and ICT audits.
- Experience supporting the rollout of IT service desk or ticketing systems.
- Experience with SIP trunk configuration, multi-instance PBX environments, and webhook-driven integrations.
- Working knowledge of JavaScript for front-end wallboard or dashboard development.
- Exposure to multi-market operations across UK, Ireland, or Australia, and an understanding of ITIL service management principles, particularly incident and change management.
What are the benefits of working at SPECTRUM.LIFE?
- Full-time permanent contract
- 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
Your profile
- Methodical and detail-oriented, understanding that accuracy in IT and telephony configuration has direct operational consequences.
- Self-sufficient in a remote working environment, able to manage own workload and prioritise without close supervision.
- A clear communicator across technical and non-technical audiences, able to explain issues in plain language to operational stakeholders.
- Proactive inidentifyingand resolving issues before they escalate to outages.
- Comfortable within a structured change management process and collaborative in working with vendor contacts, the Data function, the Security and Privacy team, and operational teams.