Unified Communications Engineer
- Manage and maintain Unified Communications services for clients.
- Monitor support ticket queues and resolve incidents within SLA.
- Collaborate with vendors and internal teams to ensure service performance.
Nexon's Unified Communications as a Service (UCaaS) offering is growing fast. We bring together telephony, video conferencing, contact centre and related services, integrated with our customers' business processes. We deliver telephony both as traditional on-premise systems and as a cloud service, so customers can adopt unified communications on their terms.
As an Operational Engineer, you'll keep these services running smoothly for our customers. You'll join our Communications Operations team, which also manages SIP communications, carrier aggregation and related UC platforms. You'll work alongside multi-disciplined peers across our offices nationally, with a clear path for career growth.
You'll work closely with the team to manage BAU demand and build strong relationships with vendors and internal sub-teams to keep solutions performing. You'll also help manage escalations to third-party vendors and providers, along with follow-up and product planning.
What you'll do
- Monitor support ticket queues and resolve incidents, problems and service requests within SLA
- Install system hardware, including physical servers and gateways
- Maintain system operational status, including ongoing patching and testing
- Monitor and troubleshoot system performance, liaising with third-party providers as needed
- Escalate to vendor L3 engineers where required
- Deliver a high standard of customer service to keep client services running
- Create help sheets and knowledge base articles for internal teams and end users
- Travel to customer sites for maintenance and installation work
- Join the Communications team's after-hours on-call roster, coordinating responses to system alerts and customer escalations
- Complete tasks assigned by your Manager and Project Team to agreed standards, flagging issues promptly
What you'll bring
- Experience with one or more of: NEC, Avaya, Alcatel, Mitel, Samsung, Panasonic or Cisco
- TCP/IP networking skills, including QoS requirements for SIP telephony
- Demonstrated experience programming systems to customer requirements
- An understanding of the service provider operating model
- Willingness to work towards product certifications as required
- A current driver's licence
About Nexon
Nexon helps mid-market leaders to get ahead of business expectations, improving productivity, continuity and efficiency in high-pressure environments enabled by technology solutions. Our end-to-end capability can deliver an integrated solution that scales with business.
But it is our ongoing service model that really sets us apart, because in short, we care. We’ll fervently do whatever it takes to get the problem fixed, the capability expanded, the roadmap documented, delivered, and the businesses stress reduced.
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