Tier II/III UC Support Engineer

1 month, 3 weeks ago
Full-time
Mid Level
DevOps and Infrastructure
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982

Description

  • Serve as the primary point of contact for customer support requests across voice, email, web, and live channels.
  • Provide first-line support for outages, emergencies, and other critical issues.
  • Troubleshoot hardware, software, and network-related problems across UC environments.
  • Assess customer needs and recommend appropriate system configurations.
  • Administer videoconferencing and AV systems.
  • Monitor system performance and respond to errors, alerts, and incidents proactively.
  • Ensure timely issue resolution or escalation while meeting SLA commitments.
  • Maintain accurate documentation in ticketing and support systems.
  • Collaborate with internal teams, field engineers, vendors, partners, and customers.
  • Support UC projects, including Microsoft Teams and Session Border Controller design, deployment, upgrades, and integrations.

Requirements

  • Minimum 3 years of experience in a Unified Communications role.
  • High school diploma required.
  • Strong experience in Unified Communications support environments.
  • Hands-on experience with Microsoft Teams and Skype for Business.
  • Experience with VoIP technologies and Teams Direct Routing.
  • Experience with Session Border Controllers such as AudioCodes and Ribbon.
  • Knowledge of Microsoft O365 and Azure environments.
  • Understanding of networking concepts for telecom solutions.
  • Knowledge of Active Directory, DNS, DHCP, and cloud platforms such as Azure or AWS.
  • Microsoft Teams, Ribbon, or AudioCodes certifications are preferred but not mandatory.

Interested in this position?

Apply directly on the company website

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