UC Desk based Engineer

JOB TITLE: UC Desk based Engineer

DIVISION/BUSINESS UNIT: Unified Communications

SALARY: Depending on experience

Job Purpose

As a UC Support Engineer, you will be responsible for providing both desk support to resolve customer issues related to their Unified Communications solutions and applications, including Mitel, 8x8, Teams, and other designated voice, video, and data applications. As a successful candidate, you will work within the Unified Communications support team, delivering Tier 1/2 support to our diverse client base.

Key Responsibilities

As a minimum you may be called upon to undertake all or some of these activities as required

Provide re-active and pro-active support for Unified Communications products.
Monitor system faults, diagnose customer issues and recommend solutions to mitigate problems. Handle incident management by taking ownership and responsibility until resolution, including raising issues on behalf of users, providing support, and delivering solutions.
Provide 1st & 2nd level support to our customers and partners, with a strong focus on maintaining performance, security, and reliability.
Ensure timely and effective resolution of support requests in line with internal and external Service Level Agreements (SLAs).
There may be a requirement for the post holder to participate in a regular on call rota.

Knowledge / Skills / Background / Qualifications

Feel comfortable and confident while providing the highest level of customer experience in a fast-paced work environment.
Demonstrate strong organisational skills and possess solid technical expertise.
Possesses excellent verbal and written communication skills in English, can feel comfortable when discussing all areas of IT with different levels of seniority and converse clearly with all levels of IT competent users.
Enjoy working in a continuously growing company with advancement opportunities.
Exhibit initiative and a proven capacity to acquire knowledge beyond formal training.
Demonstrate the ability and willingness to acquire and maintain industry certifications for specified technologies.

Required technical skills:

Strong knowledge of UC technologies, including VoIP, SIP, and H.323 protocols.
Excellent understanding of LAN/WAN networks and Quality of Service (QoS) topology.
Possess a strong to exceptional understanding of the IT and UCaaS market.
Proficient in diagnosing and resolving issues promptly and effectively.
Excellent written and verbal communication skills, with the ability to articulate technical issues to management and comprehend client expectations to address issues impacting system stability.
8x8 Support certified.
Mitel MiVoice Business certified.
Experience on Hosted Platforms (FreePBX, Gamma Horizon..)

Nice to have:

8x8 Deployment Certified
Mitel certified in MiVoice Business (MiVB), MiContact Center Business (MiCC), Micollab, Mitel Performance Analytics (MPA), Mitel Interaction Recording (MIR) & Mitel Border Gateway (MBG)
Basic knowledge on SQL Management Studio, Remote Proxy & DNS.