Join a leading UK-based, private equity-backed value-added reseller, delivering cutting-edge technology solutions across Unified Communications, Cyber Security, LAN, and Microsoft Teams. The team is currently seeking a skilled Unified Communications Engineer (Microsoft Teams). In the role of Unified Comms Service Engineer L3, you will support Microsoft Teams, Direct Routing, and Meeting Spaces environments for a diverse portfolio of clients. Your responsibilities will include monitoring, managing, and resolving incidents within agreed SLAs, ensuring the highest levels of customer satisfaction.
This is an excellent opportunity for a proactive, experienced professional to take the next step in their career within a collaborative, customer-centric team environment. Apply today and take your career to the next level!
Responsibilities:
* Provide Incident, Request, Change, and Problem Management support to clients.
* Take ownership of incidents and requests, ensuring SLA timelines are met.
* Review monitoring alerts to identify and resolve issues proactively.
* Conduct root cause analysis for high-priority incidents to reduce recurrence.
* Develop and maintain Knowledge Articles to optimize processes.
* Suggest and implement service improvements.
* Collaborate with cross-functional teams to align support and project objectives.
* Perform remote and on-site software upgrades as required.
* Provide expert advice on systems and products supported by the team.
* Deliver on-call support as part of a team rota.
Skills/Must have:
* Minimum of 2 years’ experience supporting Microsoft Teams in a Service Operations Support environment.
* Expertise in core areas, including:
* MS Teams
* Direct Routing telephony
* Teams Admin Centre for troubleshooting and configuration
* Protocol analysis tools (e.g., Wireshark)
* PowerShell scripting
* Proficiency in at least four additional areas such as:
* Teams Compliance Call Recording solutions
* AudioCodes or Ribbon SBCs and SIP
* Teams Phones (Poly, Yealink, Crestron, etc.)
* MS Teams Rooms
* Authentication and Certificates
* Strong problem-solving and critical-thinking skills.
* Experience working in an SLA-driven environment with external customers.
* Clear and effective written and spoken communication skills.
* Right to work in the UK and eligibility for BPSS clearance.
Benefits:
* Work with a passionate and innovative team.
* Dedicated time for professional development and career growth.
* Opportunity to influence service delivery and contribute to continuous improvement.
* Collaborative and flexible working environment.
Salary:
* £40,000-£45,000
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