3rd Line UC Collaboration Engineer
About us
Charterhouse Group is a UK based, value-added reseller providing a wide range of technology solutions across the Unified Communications, Cyber Security, LAN and Microsoft Teams spaces. The Group operates under two brands, Charterhouse Integrated Solutions and Symity.
Our Vision
Passionate people always trusted by our customers to deliver the right technology solution.
Our Mission
Making it easy for our customers to connect, communicate and collaborate securely.
Our Values
• Be Yourself – Be honest. Be authentic. Be the best you can be.
• Do the right thing – For you and your team. For the whole team. For the Customer. Always.
• Take responsibility/own it – Do what you say. Find a way. Make it happen.
• Love what you do – Bring Passion to work. Take pride in what you do. Enjoy winning.
The Department
Symity is a Microsoft Solutions Partner for Modern Work and Security and Microsoft FastTrack Ready Partner – where award-winning excellence meets innovation and end-to-end service. We are specialists dedicated to finding new and better ways of working and help companies stay ahead of the curve by adopting Microsoft’s AI solutions where possible.
Our unique position as a specialist Microsoft partner means we are trusted by customers to deliver value-driven solutions – whether that’s by creating a single seamless communication solution for
customers across all Microsoft products and MS ecosystems or through our business-led consulting services.
Requirements
The Customer Experience is at the core of our delivery in Service Operations.
As a member of the Operational Support Team, you will be working with other L3 UC Engineers to monitor, manage and support our clients Teams, Direct Routing and UC environments for a portfolio of customers. The role requires teamwork to share knowledge within the team. Supporting each other to improve effectiveness and efficiency.
The key purpose of the role will be to respond and communicate with client requests reactively and proactively, identifying issues using monitoring alerts both within our Response Service Level (SLA) and resolve them within our Resolution SLA to a high level of customer satisfaction.
The role provides experience working in a team of experts, collaboration with cross functional teams, dedicated weekly self-development time with opportunities for on-site work, and staggered working shift times.
Duties and Responsibilities
· Provide Incident, Request, Change and Problem Management support directly to our clients Service Desk teams.
· Take ownership of client’s incidents and requests, meeting SLA timelines for troubleshooting & resolution.
· Reasonable flexibility from time to time to meet the needs of critical incident resolutions and update tasks.
· Review monitoring and alerts to identify known errors, what needs suppression, and what needs an incident for investigation and resolution.
· Perform root cause analysis (RCA) for high priority Incidents and identified Problems /trends to reduce risk of repeat incidents.
· Provide technical input to develop Knowledge Articles, optimise processes and improve resolution time.
· Suggest Service Improvements. You will have influence in enhancing how the future of Support Service is delivered.
· Manage your own time effectively and efficiently, ensuring expectations are managed and communicated with clients and the internal team.
· Proactively keep others informed of your progress and escalate challenges or delays in a timely and professional manner.
· Where required, support new technology service/solution acceptance into support.
· Build and develop strong relationships between Symity, our partners and our clients.
· Be available to provide expert advice, recommendations and guidance on systems and products supported by Symity to colleagues.
· Use Teams Call Quality Dashboard to analyse call quality and reliability to identify improvements that can be made.
· As needed operationally, perform remote software upgrades of supported equipment outside of core hours.
· Attend regular incident reviews looking at the status of open tickets with other engineers, regular 1-2-1 meetings with line manager and team and client meetings.
· As required operationally, working with Symity Projects to gain experience with new clients and technologies. Sharing learnt knowledge into the Support Team and bringing Support knowledge into the Project Team to help with alignment and collaboration between teams that will benefit the client, engineers and Symity.
· Occasionally providing planned on-site support for a client, where agreed in advance.
· Providing on call duties each month as part of a team rota.
Required Knowledge, Skills and Experience
Essential
· Minimum of 2 years’ experience supporting Microsoft Teams within a Service Operations Support environment.
· Level 3 Knowledge in all core and 4 or more further of the following areas (ideally in a support role):
Core
o MS Teams
o Direct Routing telephony
o Teams Admin Centre for configuration and troubleshooting
o Wireshark or other protocol analysers.
o PowerShell and basic scripting skills for configuration and troubleshooting.
o Anywhere 365 / Luware Contact Centre
4 or more of the below:
o Teams Compliance Call Recording solutions such as Numonix / Verint
o Conference Room Support
o AudioCodes or Ribbon SBCs and SIP
o Teams phones (Poly, Yealink, Crestron, AudioCodes etc)
o Enghouse Contact Centre
o Authentication and Certificates
o MS Teams Rooms
o Skype for Business
o Corporate networking
· Demonstrable competence and capability in a L3 support role.
· Experience dealing with external customers delivering to SLAs.
· Proactivity to mitigate future challenges through the ability to look ahead.
· Competency to complete assigned tasks in a timely manner.
· Capable of prioritising and managing high volume workloads from multiple sources, working to SLAs.
· Must be flexible and occasionally able to work outside of business hours as directed.
· Excellent clear communication skills, both written and spoken English.
· Excellent demonstrable problem solving, critical thinking skills and to ask relevant questions that enable understanding to be achieved, to deliver suitable solutions.
· A team player who collaborates, actively listens and delivers.
· Professional and positive outlook, self-motivated and self-sufficient.
· Diligent, with great attention to detail this includes ensuring high quality notes and updates on incidents, and clear suitable language to clients.
· Ability to adapt, think creatively and manage themselves under pressure when priorities change.
· Must have the right to work in the UK. Must have or pass Baseline Personal Security Standard (BPSS) to work with the British Government.
Desired Knowledge, Skills and Experience
· MS 365 Certified Fundamentals (passed exam)
· MS 700 / MS721 Exams (passed exam)
· Microsoft 365 Certified: Teams Administrator Associate accreditation (passed exam)
· Experience with Azure based service such as Log Analytics and Azure Workbooks and/or Audio Codes One Voice Operations Centre
· Experience in implementing or supporting Anywhere365 Contact Centre
· Working knowledge of MS Teams Call Quality Dashboard (CQD)
· Working experience in an ITIL aligned environment or ITIL Foundation certification
· Working knowledge of the following Microsoft 365 and other technologies:
o Exchange Online
o SharePoint OnlineOffice365 Groups
o Azure Active Directory
o Dynamics 365 (Contact centre)
o Power Apps & automation
o Microsoft Endpoint Device Manager (formerly InTune) and Conditional Access
· Knowledge of Teams Phone support and management
· Knowledge of Ribbon Session Border Controllers
Benefits
Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.