Unified Communications Engineer

4 days ago

Islamabad, Islamabad, Pakistan dinCloud Pakistan, An ATSG Company Full time

Job Overview

This Technical Support Specialist role is a key member of our NOC team, responsible for ensuring seamless communication services for customers through proactive monitoring, troubleshooting, and collaboration.

Key Responsibilities:

  • Proactively monitor Unified Communications platforms (BroadWorks, WebEx, Teams) for issues and respond promptly to alerts, alarms, and customer inquiries.
  • Diagnostics and resolution of UC-related incidents, including call quality issues, platform disruptions, and feature malfunctions, using documented procedures and advanced troubleshooting techniques.
  • Escalating complex issues to higher-level engineers or vendors when necessary and collaborating to ensure timely resolution.
  • Routine checks on communication platforms to ensure optimal performance, uptime, and adherence to SLAs.
  • Documentation of troubleshooting steps, resolutions, and customer interactions in ServiceNow or other ticketing systems.
  • Proactive communication with customers, providing updates and guidance on resolving Unified Communications issues.
  • Staying up-to-date on developments in UC technologies, emerging tools, and industry trends to drive continuous improvement.
  • Support for service upgrades, migrations, and maintenance activities to minimize service disruptions.
  • Adherence to ITIL-based processes, including incident, problem, and change management protocols.
  • Participation in rotating shifts, including weekends or non-standard hours, to provide 24/7 support coverage.

Requirements

  • College degree in Engineering, Information Technology, or a related field is preferred; equivalent experience may substitute for a degree.
  • Preferred certifications: Cisco Certified Network Associate Collaboration (CCNA Collaboration), Microsoft Teams Administrator Associate, or other relevant UC certifications.
  • Familiarity with troubleshooting VoIP protocols (SIP, RTP), call flows, and UC infrastructure issues.
  • Experience with monitoring tools and ticketing systems, such as ServiceNow.
  • Strong problem-solving skills and the ability to resolve technical issues effectively under pressure.
  • Excellent communication skills with a customer-centric approach.
  • Ability to collaborate within a team environment and follow established procedures.
  • A passion for staying current with emerging Unified Communications technologies and pursuing advanced certifications.
  • Minimum of 3 years of experience in a technical support role, preferably within a NOC or Unified Communications environment.

Familiarity with ITIL frameworks or ITIL v4 Foundation certification is preferred

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