UC Specialist Engineer

  • Type of role: full time permanent
  • Location: London
  • Hours: Monday-Friday 09:00-17:30
  • Holidays: 25 days

Overall purpose of the job:

Work as a team player within the Exponential-e UC team to assist with the smooth running of UC operations

Work with varying start and finish times to cover a key customer working hours

Work closely with the UC Engineering Teams, Service Delivery Team and UC Provisioning Team.

Provide 3rd line support and assist with R&D as a key member of the UC platform team.

Primary product focus areas:

  • Intermediate to advance SIP knowledge
  • Broadsoft application
  • Good customers service skills
  • Key responsibilities for this job:

    • Provide 3rd line support for all UC services
    • Supervise and mentor the UC engineers in support issues
    • Be the first point of escalation for any customer escalations and issues
    • Handle fault escalations from the front line Service Desk or from the 2nd line UC support engineers.
    • Ensure UC support tickets are updated and dealt within SLA
    • Configure and test ISDN to SIP gateways for new customer deployments
    • Assist customers with PBX interoperability testing
    • Liaise with 3rd party suppliers for fault resolution when appropriate
    • Develop close working relationships with the UC Engineering Team, Service Delivery Team and UC Provisioning Team.
    • Responsible for knowledge transfer to other teams assisting with personal development
    • Assist in the training of new team members
    • Provide support to the UC Provisioning Team when required
    • Escalate customer faults to the UC Architect engineers
    • Flexibility in providing out of hours support for UC services
    • Providing on call support on a rota basis
    • Providing onsite support for UC customers
    • Supporting the UC Architect Team with core maintenance tasks as appropriate

    Knowledge and experience required:

    • Experience working with Carrier Grade VoIP Platforms / Soft Switches
    • SIP troubleshooting knowledge
    • Hands-on experience working in a technical support environment
    • Ability to deal with customers in a professional manner
    • Good networking and troubleshooting skills, primarily in a VoIP environment
    • Ability to produce technical documentation including test plans
    • Knowledge of routers, switches and customer LAN environments

    Desirable knowledge and experience:

    • BroadSoft BroadWorks Application Server

    Mission Statement

    "Achieve the status whereby Exponential-e 3.0 is formally acknowledged among our peers, competitors and clients as the most advanced and innovative business technology enabler in The World. A World-class company..."

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