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.
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
