Unified Communications Engineer - Bristol, UK

The Unified Communications Engineer is a member of a growing dynamic global team, which delivers exceptional technical service to leading world brands.

The Unified Communications Team ensures our customers’ enterprise communications services are ready to help achieve their business aims, whether served from the Applicable private cloud, public via cloud, hybrid, or on-premise infrastructures.

The Unified Communications Engineer is responsible for:
• Delivery of technical services to customers across all geographies using Applicable's ITIL framework, including mature incident, problem and change management processes
• Ownership of the technical solutions for customers
• Collaborative teamwork both within the global Unified Communications Team and across other global teams to resolve technical incidents and problems
• Keeping skills relevant and the ability to share knowledge
• Working with project management office to scope, manage and technically drive minor projects based on customer requirements.
• Develop and maintain technical design and process documentation
• Participate and lead continual service improvement initiatives
• Participate in the Unified Communications Team on call rota
• Security management to ISO270001 standard
• Other duties as directed by your manager from time to time

Experience:
• At least 4 years of Microsoft communications technology experience (Skype for Business/Lync/Teams), including deployment and configuration of instant messaging, presence, audio-visual and web conferencing, enterprise voice, high availability and disaster recovery
• Technical support and/or engineering with a primary focus on Skype for Business/Teams and associated technologies
• VOIP / IP telephony / SBC and Voice gateways
• Advanced Windows server platform experience including AD, DNS, DHCP, and PKI
• Asserting Call Quality leveraging applications such as PowerSuite, Prognosis, in addition to native tools

Knowledge:
• Microsoft Communications certification (MCSE/MCP/PSLP)
• Key Health Indicators for Microsoft communications technologies
• Voice and Video call quality management for Microsoft and associated communications technologies
• Enterprise Voice, SIP Trunking, PBX/Gateway (Audiocodes, Sonus, Squire) integration
• Media flows in Microsoft and associated technologies
• Networking essentials (CompTIA Networking+, Cisco CCNA, Microsoft Networking Essentials 70-058, Windows Server 2008 Networking Infrastructure 70-642)
• Office 365 administration
• Advanced Windows administration including Active Directory, DHCP DNS
• SQL Server database administration including high availability features
• ITIL certification
• Understanding of ISO270001 controls

Skills:
• Technical management of complex incidents and problems through to resolution
• Excellent customer service and customer facing skills
• Methodical and imaginative troubleshooting
• PowerShell scripting and cmdlets
• Excellent written and verbal communication to internal and external stakeholders
• research efficiently to come up with solutions in short time frames
• Scope, manage and technically drive minor projects based on customer requirements
• Understand the latest role-relevant technologies, through independent study, lab work, and awareness of the market 

Abilities:
• Effectively work under pressure and make priority calls
• Effective and efficient collaborative team work
• Self-motivation and ability to motivate a team to continually grow and improve
• Exceptional ability to understand technical and business requirements
• Champion continual service improvement initiatives (including technical support processes) throughout service operations 
• Analyse, organise and prioritise work while meeting multiple deadlines 
• Maintain effective working relationships
• Seamlessly cross-skill in different technologies and platforms

 

Homeworking will be considered for this role.