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.

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