2 weeks ago

Unified Communications Services Engineer L3

London 50K - 55K Permanent

Job Reference: BBBH43737_1669108056

Unified Communications Services Engineer Level 3 - Unified Communications - Audio - Microsoft Teams - Cloud - Microsoft Platforms - Video Conference - UC Engineer - Career Progression - Development - Growth - Communications - Level 3 - Remote - Audio-Visual solutions specialist - Up to £55,000 + Benefits

Unified Communications Service Engineer (Level 3)
Remote with some travel as required
Up to £55,000 DOE + benefits

This is an excellent opportunity for a talented Audio-Visual solutions specialist, with demonstrable Unified Communications experience to help take ownership and to expand the support offering into End User administration requests.

As the UC Services Engineer, you will play a vital role using technical and customer service expertise to restore service, avoid impacting clients business and providing guidance to clients to enhance their service. You will be seen as highly valued, specialist, trusted advisors who make a real difference in enabling people to work. Significant experience with Microsoft Teams, Audio, Video Conference is essential.

It is essential that you have fully specialised in the AV space.

  • Provide Incident, Request, Change and Problem Management support directly with our clients Service Desk, 1st or 2nd line teams.
  • Take ownership of clients incidents and requests within Response SLA and resolve them within Resolution SLA which may require direct communication with end users for troubleshooting or resolution.
  • Reviewing monitoring workbook and alerts to identify known errors, what needs suppression and what needs an incident for investigation and resolution.
  • Provide technical guidance within the team to develop and share Knowledge Articles and Reaction Processes to improve resolution time and team collaboration.
  • Suggesting and/or implementing Service Improvements to the Support Service. You will have influence in enhancing how the Support Service is delivered.
  • Manage own time effectively and efficiently, ensuring expectations are managed and communicated with clients and internally. Proactively keeping others informed of progress or escalate challenges or delays.
  • Where required, support new technology service/solution acceptance into support.
  • Building and developing strong relationships between the company, their partners and their clients.
  • Be available as a senior point of escalation for other Support or Project engineers to provide advice, recommendations and guidance on systems and products. You will become the expert trusted advisor providing consultative support on technology and the clients.
  • Perform root cause analysis (RCA) for Problems to reduce risk of repeat incidents.
  • Use Change Management to plan and submit Change Plans for client approval. Attend Client Advisory Board when required to explain the Change. Implement the Change or work with partners to co-ordinate the implementation of the Change.
  • Take ownership of Product notices, product/software bulletins, release notifications and be responsible for the planning and execution of recommended actions.
  • Use Teams Call Quality Dashboard to analyse call quality and reliability to identify improvements that can be made.
  • Remote and onsite software upgrades of meeting room equipment.
  • Updating Asset Management Database and Configuration Management Database.
  • Support the on-going development of the tiered support teams, via cross-training, documentation, knowledge share etc. You will be a mentor to junior engineers.
  • Allocated time working with Projects to gain experience with new clients and technologies. Sharing learnt knowledge into Support Team and bringing Support knowledge into the Project Team to help with alignment and collaboration between teams that will benefit the client and engineers.

For more information and to apply, click APPLY and a member of the team will be in touch.

Share this job:

Apply now


Similar Jobs

1 day ago

Data Modeler

Oxford 350 - 400 Contract

3x Data Modelers required Hybrid or Fully remote possible Power BI Data Modeler/Analyst (With Power...

1 day ago

Senior Cisco Solutions Architect

Milton Keynes 80K - 100K bonus + package Permanent

Job title: Senior Solutions Architect - CiscoLocation - remote working with travel to client site wh...

1 day ago

Senior Solutions Architect - Cisco

London 80K - 100K bonus + package Permanent

Job title: Senior Solutions Architect - CiscoLocation - remote working with travel to client site wh...

2 days ago

Senior Service Transition Manager

cambridgeshire 50K - 55K plus bonus and package Permanent

Senior Service Transition Manager- Service Manager - Transition Manager - Service Delivery Manager -...

5 days ago

Infrastructure Specialist

Birmingham 35K - 48K Benefits Permanent

Infrastructure Specialist - Remote / Birmingham - SCVMM - Citrix - Virtualisation - VMWare - Hyper-...

5 days ago

Senior Infrastricture Project Manager

Cirencester 55K - 65K benefits Permanent

Senior IT Project Manager£55-65k + benefitsCirencester, Gloucestershire (hybrid working)A Senior IT...

5 days ago

Cyber Security Engineer - MyID Specialist - SC Cleared

Erskine 500 - 600 Contract

Cyber Security Engineer - MyID SpecialistSC Clearance requiredSME - MyID specialist or experienced...

5 days ago

IT Deskside Support Engineer

Hitchin 25K - 30K Permanent

IT Deskside Support Engineer / IT Support / 2nd line / End User Computing / Desktop / Microsoft Oper...

5 days ago

Cyber Security Engineer - MyID Specialist - DV Cleared

Erskine 550 - 600 Permanent

Cyber Security Engineer - MyID SpecialistDV Clearance requiredRate: Negotiable Location: Erskine/Hoo...