Senior UC Support Engineer

Lokalita Košice alebo okolie/ Hybrid
Nástup by agreement
Typ Plný úväzok
Mzda From 1.900 Eur/month/ Depends On Skills

Senior UC Support Engineer is responsible for the analysis, troubleshooting, support, and resolving customer escalated issues of their communication infrastructure; supports Unified Communications solutions and applications related to Skype for Business Server, Teams or other designated voice, video and data applications.

Náplň práce

As a successful candidate and our future colleague, you will work within the Operations team and EMEA working hours, managing the daily operations of the Communication and Messaging Services globally. Communication services include, but are not limited, to Skype for Business environment, MS Teams, O365 environment, 3rd party advanced call distribution functions, call recording and monitoring management platform.

In this role you will be reporting to Voice Operations Centre Manager, while bearing the following responsibilities:

  • Provide re-active and pro-active support for Unified Communications Infrastructure and its elements;
  • Monitor and analyse system faults, identify critical customer issues and propose solutions to mitigate problems, incident management (raising on behalf of users, providing support, solution etc.);
  • Provide 2nd level support to Resonate customers and partners;
  • Provide timely and effective resolution to support requests based on internal and external Service Level Agreements (SLA);
  • Incident documentation guides preparation;
  • Mentoring, training newcomers and colleagues within the team;
  • Ownership and management of groups

Požiadavky zamestnania

We are looking for people who:

  • Feel comfortable and confident while providing the highest level of customer experience in a fast-paced work environment;
  • Are well organized and intellectually curious with a strong digital mindset;
  • Possess excellent verbal and written communication skills in English, ability to 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 continuously growing company with advancement opportunities;
  • Act in honest and ethical manners;
  • Exhibit leadership through personal responsibility, accountability, and teamwork;
  • Are self-starters with a demonstrated ability to learn beyond formal training;
  • Are able and willing to obtain and maintain identified industry certifications for designated technology;
  • Have strong interpersonal skills and a solid grasp of how to work effectively in a matrixed organization.

Required technical skills:

  • Advanced working experience of Voice over IP solutions and good to excellent understanding of Unified Communication concepts (signalling, and real time protocols);
  • Good to excellent understanding of Microsoft Windows Environment and Services;
  • Good to excellent understanding of the IT and Telecommunications market;
  • Good to excellent understanding of SBCs, or other monitoring tools;
  • Strong analytical skills and ability to apply problem analysis techniques;
  • Troubleshooting skills with attention to details;
  • Strong written and verbal communication skills with the ability to communicate technical proposals to management and understand client expectations to resolve issues that may affect system stability.


Nice to have:

  • Degree in telecommunication, networking, system administration or comparable qualification;
  • CCNA certification or at least good understanding of network concepts (DNS, network protocols, IPs and ports).


Financial benefits:

  • Variable yearly bonus depending on reaching company`s objectives,
  • Referral bonus,
  • Contribution to the 3rd pension pillar (1% of gross salary, without a need of employee contribution),
  • Childbirth bonus,
  • Financial contribution for meals (4€),

Work-life balance:

  • Hybrid working model (incl. home office),
  • 2 extra paid vacation days (on top of 20/25) after 2 years with the company,
  • 2 extra paid days off per year when involved in charitable events,


  • Multisport card,
  • Team-building program,
  • Company breakfast every Thursday (on-site),
  • Stocked kitchen with free drinks, freshly roasted coffee, and vitamin care packages (on-site),
  • Ergonomic work station,
  • Support with setting up the home office workplace,
  • Free bicycle garage (on-site),
  • Free parking space (on-site),
  • Work anniversary present and recognition rewards,

Career plan:

  • Annual salary review based on performance,
  • Growth assessment,
  • Adaptation, training, and development program (upskilling and reskilling, certificates).
Matej Kováč
Matej Kováč
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