
Unified Communications Engineer
3 days ago
About ATSG
ATSG is a leading provider of innovative technology solutions. Our team is dedicated to delivering exceptional service to our customers.
About the JobWe are seeking a skilled Technical Analyst- Unified Communications who specializes in monitoring and resolving issues related to Unified Communications platforms, including BroadWorks, WebEx, and Microsoft Teams.
This role ensures seamless communication services for customers by diagnosing and addressing UC-specific alerts, troubleshooting advanced issues, and collaborating across teams to meet service level agreements (SLAs).
Your Key Responsibilities
- Monitor Unified Communications platforms and respond promptly to alerts, alarms, and customer inquiries.
- Diagnose and resolve UC-related incidents, including call quality issues, platform disruptions, and feature malfunctions.
- Escalate complex issues to higher-level engineers or vendors when necessary and collaborate to ensure timely resolution.
- Perform routine checks on communication platforms to ensure optimal performance, uptime, and adherence to SLAs.
- Document troubleshooting steps, resolutions, and customer interactions in ServiceNow or other ticketing systems.
- Communicate proactively with customers, providing updates and guidance on resolving Unified Communications issues.
- Stay up to date on developments in UC technologies, emerging tools, and industry trends to drive continuous improvement.
- Support service upgrades, migrations, and maintenance activities to minimize service disruptions.
- Adhere to ITIL-based processes, including incident, problem, and change management protocols.
- Participate in rotating shifts, including weekends or non-standard hours, to provide 24/7 support coverage.
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