Unified Communications Engineer

Description

• Experience with UC technologies (Zoom, Teams/Skype for Business and related hardware) and associated Windows Server/Workstation operations.
• Experience with Teams Direct Routing, Operator Connect, Call Groups, Auto Attendants (AA), and their benefits and ability to clearly explain these to customers.
• Knowledge of the O365 environment, licensing, and applications (diagnose login issues). Knowledge of Zoom eco-system.
• Knowledge in hardware and software programs, document management, and internet applications.
• Knowledge of network architecture and troubleshooting techniques.
• Knowledge of ITIL framework and categorisation.
• Experience in a service provider environment is very advantageous.
• Powershell commands is a must

• Ability and willingness to learn and stretch your knowledge and ability.
• Strong problem-solving skills with the ability to manage support tickets and escalations effectively.
• Excellent time management, organisational skills, and attention to detail.
• Ability to work flexibly, including after-hours support on a 24/7/365 schedule when required. Rostered and some Ad hoc after hours work.
• Proactive approach to system performance monitoring and troubleshooting.
• Excellent communication skills with a focus on providing high-quality customer service.
• Willingness to learn and work collaboratively within a multi-disciplined, national team.

• Meet or exceed SLA requirements for support tickets and customer requests.
• Submit accurate and on time timesheets and other business requirements.
• Ensure the timely completion of projects, system patching, and testing.
• Maintain accurate documentation and system records.
• Proactively identify and address issues, contributing to procedural improvements.