Tier II/III UC Support Engineer

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.