WehaveanewopportunityforaUnifiedCommsServiceEngineertojoinourclientsteam. ThisroleinvolvessupportingMicrosoftTeams,DirectRouting,andMeetingSpaces.You'lltroubleshootissues,manageSLAs,andprovideexperttechnicalguidance.Enjoycareergrowth,collaborationwithexperts,andgreatbenefits (Remote working - MustbebasedintheUK) TheCustomerExperienceisatthecoreofourdeliveryinServiceOperations. AsamemberoftheOperationalSupportTeam,youwillbeworkingwithotherUCEngineerstomonitor,manageandsupportourclientsTeams,DirectRoutingandMeetingSpacesenvironmentsforaportfolioofcustomers.Therolerequiresteamworktoshareknowledgewithintheteam.Supportingeachothertoimproveeffectivenessandefficiency. Thekeypurposeoftherolewillbetorespondandcommunicatewithclientrequestsreactivelyandproactively,identifyingissuesusingmonitoringalertsbothwithinourResponseServiceLevel(SLA)andresolvethemwithinourResolutionSLAtoahighlevelofcustomersatisfaction. Theroleprovidesexperienceworkinginateamofexperts,collaborationwithcrossfunctionalteams,dedicatedweeklyself-developmenttimewithopportunitiesforon-sitework,andstaggeredworkingshifttimes. DutiesandResponsibilities ProvideIncident,Request,ChangeandProblemManagementsupportdirectlytoourclientsServiceDeskteams. Takeownershipofclientsincidentsandrequests,meetingSLAtimelinesfortroubleshooting&resolution. Reasonableflexibilityfromtimetotimetomeettheneedsofcriticalincidentresolutionsandupdatetasks. Reviewmonitoringandalertstoidentifyknownerrors,whatneedssuppression,andwhatneedsanincidentforinvestigationandresolution. Performrootcauseanalysis(RCA)forhighpriorityIncidentsandidentifiedProblems/trendstoreduceriskofrepeatincidents. ProvidetechnicalinputtodevelopKnowledgeArticles,optimiseprocessesandimproveresolutiontime. SuggestServiceImprovements.YouwillhaveinfluenceinenhancinghowthefutureofSupportServiceisdelivered. Manageyourowntimeeffectivelyandefficiently,ensuringexpectationsaremanagedandcommunicatedwithclientsandtheinternalteam. Proactivelykeepothersinformedofyourprogressandescalatechallengesordelaysinatimelyandprofessionalmanner. Whererequired,supportnewtechnologyservice/solutionacceptanceintosupport. Buildanddevelopstrongrelationshipsbetweenourpartnersandourclients. Beavailabletoprovideexpertadvice,recommendationsandguidanceonsystemsandproductssupportedbyourclientscolleagues. UseTeamsCallQualityDashboardtoanalysecallqualityandreliabilitytoidentifyimprovementsthatcanbemade. Asneededoperationally,performremoteandonsitesoftwareupgradesofsupportedequipment. Attendregularincidentreviewslookingatthestatusofopenticketswithotherengineers,regular1-2-1meetingswithlinemanagerandteamandclientmeetings. Asrequiredoperationally,workingwithourclientsProjectstogainexperiencewithnewclientsandtechnologies.SharinglearntknowledgeintotheSupportTeamandbringingSupportknowledgeintotheProjectTeamtohelpwithalignmentandcollaborationbetweenteamsthatwillbenefittheclientandfellowengineers. Occasionallyprovidingplannedon-sitesupportforaclient,whereagreedinadvance. Providingoncalldutieseachmonthaspartofateamrota. RequiredKnowledge,SkillsandExperience Essential Minimumof2yearsexperiencesupportingMicrosoftTeamswithinaServiceOperationsSupportenvironment. Level3Knowledgeinallcoreand4ormorefurtherofthefollowingareas(ideallyinasupportrole): Core oMSTeams oDirectRoutingtelephony oTeamsAdminCentreforconfigurationandtroubleshooting oWiresharkorotherprotocolanalysers. oPowerShellandbasicscriptingskillsforconfigurationandtroubleshooting. oAnywhere365/LuwareContactCentre 4ormoreofthebelow: oTeamsComplianceCallRecordingsolutionssuchasNumonix/Verint oConferenceRoomSupport oAudioCodesorRibbonSBCsandSIP oTeamsphones(Poly,Yealink,Crestron,AudioCodesetc) oEnghouseContactCentre oAuthenticationandCertificates oMSTeamsRooms oSkypeforBusiness oCorporatenetworking DemonstrablecompetenceandcapabilityinaL3supportrole. ExperiencedealingwithexternalcustomersdeliveringtoSLAs. Proactivitytomitigatefuturechallengesthroughtheabilitytolookahead. Competencytocompleteassignedtasksinatimelymanner. Capableofprioritisingandmanaginghighvolumeworkloadsfrommultiplesources,workingtoSLAs. Mustbeflexibleandoccasionallyabletoworkoutsideofbusinesshoursasdirected. Excellentclearcommunicationskills,bothwrittenandspokenEnglish. Excellentdemonstrableproblemsolving,criticalthinkingskillsandtoaskrelevantquestionsthatenableunderstandingtobeachieved,todeliversuitablesolutions. Ateamplayerwhocollaborates,activelylistensanddelivers. Professionalandpositiveoutlook,self-motivatedandself-sufficient. Diligent,withgreatattentiontodetailthisincludesensuringhighqualitynotesandupdatesonincidents,andclearsuitablelanguagetoclients. Abilitytoadapt,thinkcreativelyandmanagethemselvesunderpressurewhenprioritieschange. MusthavetherighttoworkintheUK.MusthaveorpassBaselinePersonalSecurityStandard(BPSS)toworkwiththeBritishGovernment. DesiredKnowledge,SkillsandExperience MS365CertifiedFundamentals(passedexam) MS700/MS721Exams(passedexam) Microsoft365Certified:TeamsAdministratorAssociateaccreditation(passedexam) ExperiencewithAzurebasedservicesuchasLogAnalyticsandAzureWorkbooksand/orAudioCodesOneVoiceOperationsCentre ExperienceinimplementingorsupportingAnywhere365ContactCentre WorkingknowledgeofMSTeamsCallQualityDashboard(CQD) WorkingexperienceinanITILalignedenvironmentorITILFoundationcertification WorkingknowledgeofthefollowingMicrosoft365andother technologies: oExchangeOnline oSharePointOnlineOffice365Groups oAzureActiveDirectory oDynamics365(Contactcentre) oPowerApps&automation oMicrosoftEndpointDeviceManager(formerlyInTune)andConditionalAccess KnowledgeofTeamsPhonesupportandmanagement KnowledgeofRibbonSessionBorderControllers Benefits Joinus,andyourbenefitsandperkswillincludeprivatehealthcare,Medicashcashback,lifeassurance,workplacepension,cycletoworkscheme,accesstoouremployeeassistanceprogramme,avolunteeringday,electriccarsalarysacrificescheme,20%EEdiscountthatextendstoyourfamilyandfriends,abirthdaygiftvoucheranddayoff,plusmore. ThisroleinvolvessupportingMicrosoftTeams,DirectRouting,andMeetingSpaces.You'lltroubleshootissues,manageSLAs,andprovideexperttechnicalguidance.Enjoycareergrowth,collaborationwithexperts,andgreatbenefits £44,000-£47,0000CompanyBenefits(MustbebasedintheUK) TheCustomerExperienceisatthecoreofourdeliveryinServiceOperations. AsamemberoftheOperationalSupportTeam,youwillbeworkingwithotherUCEngineerstomonitor,manageandsupportourclientsTeams,DirectRoutingandMeetingSpacesenvironmentsforaportfolioofcustomers.Therolerequiresteamworktoshareknowledgewithintheteam.Supportingeachothertoimproveeffectivenessandefficiency. Thekeypurposeoftherolewillbetorespondandcommunicatewithclientrequestsreactivelyandproactively,identifyingissuesusingmonitoringalertsbothwithinourResponseServiceLevel(SLA)andresolvethemwithinourResolutionSLAtoahighlevelofcustomersatisfaction. Theroleprovidesexperienceworkinginateamofexperts,collaborationwithcrossfunctionalteams,dedicatedweeklyself-developmenttimewithopportunitiesforon-sitework,andstaggeredworkingshifttimes. DutiesandResponsibilities ProvideIncident,Request,ChangeandProblemManagementsupportdirectlytoourclientsServiceDeskteams. Takeownershipofclientsincidentsandrequests,meetingSLAtimelinesfortroubleshooting&resolution. Reasonableflexibilityfromtimetotimetomeettheneedsofcriticalincidentresolutionsandupdatetasks. Reviewmonitoringandalertstoidentifyknownerrors,whatneedssuppression,andwhatneedsanincidentforinvestigationandresolution. Performrootcauseanalysis(RCA)forhighpriorityIncidentsandidentifiedProblems/trendstoreduceriskofrepeatincidents. ProvidetechnicalinputtodevelopKnowledgeArticles,optimiseprocessesandimproveresolutiontime. SuggestServiceImprovements.YouwillhaveinfluenceinenhancinghowthefutureofSupportServiceisdelivered. Manageyourowntimeeffectivelyandefficiently,ensuringexpectationsaremanagedandcommunicatedwithclientsandtheinternalteam. Proactivelykeepothersinformedofyourprogressandescalatechallengesordelaysinatimelyandprofessionalmanner. Whererequired,supportnewtechnologyservice/solutionacceptanceintosupport. Buildanddevelopstrongrelationshipsbetweenourpartnersandourclients. Beavailabletoprovideexpertadvice,recommendationsandguidanceonsystemsandproductssupportedbyourclientscolleagues. UseTeamsCallQualityDashboardtoanalysecallqualityandreliabilitytoidentifyimprovementsthatcanbemade. Asneededoperationally,performremoteandonsitesoftwareupgradesofsupportedequipment. Attendregularincidentreviewslookingatthestatusofopenticketswithotherengineers,regular1-2-1meetingswithlinemanagerandteamandclientmeetings. Asrequiredoperationally,workingwithourclientsProjectstogainexperiencewithnewclientsandtechnologies.SharinglearntknowledgeintotheSupportTeamandbringingSupportknowledgeintotheProjectTeamtohelpwithalignmentandcollaborationbetweenteamsthatwillbenefittheclientandfellowengineers. Occasionallyprovidingplannedon-sitesupportforaclient,whereagreedinadvance. Providingoncalldutieseachmonthaspartofateamrota. RequiredKnowledge,SkillsandExperience Essential Minimumof2yearsexperiencesupportingMicrosoftTeamswithinaServiceOperationsSupportenvironment. Level3Knowledgeinallcoreand4ormorefurtherofthefollowingareas(ideallyinasupportrole): Core oMSTeams oDirectRoutingtelephony oTeamsAdminCentreforconfigurationandtroubleshooting oWiresharkorotherprotocolanalysers. oPowerShellandbasicscriptingskillsforconfigurationandtroubleshooting. oAnywhere365/LuwareContactCentre 4ormoreofthebelow: oTeamsComplianceCallRecordingsolutionssuchasNumonix/Verint oConferenceRoomSupport oAudioCodesorRibbonSBCsandSIP oTeamsphones(Poly,Yealink,Crestron,AudioCodesetc) oEnghouseContactCentre oAuthenticationandCertificates oMSTeamsRooms oSkypeforBusiness oCorporatenetworking DemonstrablecompetenceandcapabilityinaL3supportrole. ExperiencedealingwithexternalcustomersdeliveringtoSLAs. Proactivitytomitigatefuturechallengesthroughtheabilitytolookahead. Competencytocompleteassignedtasksinatimelymanner. Capableofprioritisingandmanaginghighvolumeworkloadsfrommultiplesources,workingtoSLAs. Mustbeflexibleandoccasionallyabletoworkoutsideofbusinesshoursasdirected. Excellentclearcommunicationskills,bothwrittenandspokenEnglish. Excellentdemonstrableproblemsolving,criticalthinkingskillsandtoaskrelevantquestionsthatenableunderstandingtobeachieved,todeliversuitablesolutions. Ateamplayerwhocollaborates,activelylistensanddelivers. Professionalandpositiveoutlook,self-motivatedandself-sufficient. Diligent,withgreatattentiontodetailthisincludesensuringhighqualitynotesandupdatesonincidents,andclearsuitablelanguagetoclients. Abilitytoadapt,thinkcreativelyandmanagethemselvesunderpressurewhenprioritieschange. MusthavetherighttoworkintheUK.MusthaveorpassBaselinePersonalSecurityStandard(BPSS)toworkwiththeBritishGovernment. DesiredKnowledge,SkillsandExperience MS365CertifiedFundamentals(passedexam) MS700/MS721Exams(passedexam) Microsoft365Certified:TeamsAdministratorAssociateaccreditation(passedexam) ExperiencewithAzurebasedservicesuchasLogAnalyticsandAzureWorkbooksand/orAudioCodesOneVoiceOperationsCentre ExperienceinimplementingorsupportingAnywhere365ContactCentre WorkingknowledgeofMSTeamsCallQualityDashboard(CQD) WorkingexperienceinanITILalignedenvironmentorITILFoundationcertification WorkingknowledgeofthefollowingMicrosoft365andother technologies: oExchangeOnline oSharePointOnlineOffice365Groups oAzureActiveDirectory oDynamics365(Contactcentre) oPowerApps&automation oMicrosoftEndpointDeviceManager(formerlyInTune)andConditionalAccess KnowledgeofTeamsPhonesupportandmanagement KnowledgeofRibbonSessionBorderControllers Benefits Joinus,andyourbenefitsandperkswillincludeprivatehealthcare,Medicashcashback,lifeassurance,workplacepension,cycletoworkscheme,accesstoouremployeeassistanceprogramme,avolunteeringday,electriccarsalarysacrificescheme,20%EEdiscountthatextendstoyourfamilyandfriends,abirthdaygiftvoucheranddayoff,plusmore.