Tier IIIII UC Support Engineer
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Job Location:
Monthly Salary:
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
Position Purpose
The Tier II/III UC Support Engineer serves as the primary point of contact for all customer support requests within the Unified Communications Practice. This role is responsible for providing advanced technical support troubleshooting and resolution of issues related to UC technologies. The engineer handles system outages performs triage across hardware software and network layers and ensures timely resolution of incidents ranging from minor to complex. Additionally the role involves collaboration with internal teams vendors and customers and participation in deployment and enhancement projects such as Microsoft Teams and Session Border Controllers.
Key Responsibilities
- Act as the focal point for customer support requests via voice email web or live calls.
- Provide first-line support for system outages emergencies and critical issues.
- Perform triage and troubleshooting of hardware software and network-related problems.
- Assess customer requirements and recommend appropriate configurations.
- Manage and administer videoconferencing and AV systems.
- Monitor system performance and respond proactively to errors and alerts.
- Ensure timely resolution or escalation of issues and maintain SLA compliance.
- Maintain accurate and complete documentation through internal ticketing systems.
- Collaborate with internal teams field engineers vendors and partners.
- Support integrations and provide basic application programming when required.
- Participate in UC-related projects including Teams and SBC design deployment and upgrades.
- Initiate billing processes where applicable.
- Collect and analyze usage statistics and repair logs.
- Perform after-hours support when required.
Technical Expertise
- Strong experience in Unified Communications support environments.
- Expertise in Microsoft Teams and Skype for Business.
- Hands-on experience with VoIP technologies and Teams Direct Routing.
- Experience with Session Border Controllers (AudioCodes Ribbon).
- Knowledge of Microsoft O365 and Azure environments.
- Experience with integrations between Microsoft Teams and platforms like Genesys Cloud/Connect.
- Understanding of networking concepts for telecom solutions.
- Knowledge of Active Directory DNS DHCP and cloud platforms (Azure/AWS).
- Ability to troubleshoot complex system and network issues.
Competency
Personal:
- Strong interpersonal skills high energy integrity and adaptability.
- Results-oriented with strong problem-solving abilities.
- Ability to handle challenging situations effectively.
Leadership:
- Ability to build credibility and influence without authority.
- Maintain a positive attitude while working with diverse customers.
Operations:
- Ability to manage multiple tasks projects and priorities efficiently.
- Deliver customer-focused solutions while optimizing time and resources.
Technology Stack
- Microsoft Teams
- Microsoft Skype for Business
- Microsoft O365
- Microsoft Azure / AWS
- VoIP & Telecom Technologies
- Teams Direct Routing
- AudioCodes Session Border Controller
- Ribbon Session Border Controller
- E911 Solutions
- Active Directory DNS DHCP
- Genesys Cloud / Connect Integrations
- Microsoft CRM (basic familiarity)
Education Experience and Certification
- High school diploma (minimum qualification).
- Minimum 3 years of experience in a Unified Communications role.
- Certifications in Microsoft Teams Ribbon or AudioCodes are preferred but not mandatory.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications so if you feel you would succeed in the role above please take a moment and share your qualifications.
Required Experience:
IC
About Company
We believe that humanity and technology should âco-exist, and that at the nexus of the âmost powerful experiences, humanity and technology collide. At TTEC Digital, we combine the expertise, innovation, partnerships, and passion of three industry-leading customer experience com ... View more
