Unified Cloud collaboration engineer
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Currently working as a managed services engineer of cloud and hybrid unified communications and collaboration services, I am working with world-leading telco and systems integration partners to provide enterprise organization with high availability, fully integrated UC solutions such as Microsoft Cloud services and Audiocodes SBC etc.
Impact assessment and management of events and alerts triggered from assets across the estate via our centralised monitoring systems (e.g. SCOM, OVOC, Zabbix)
Primary L2 point of contact for other analysts and internal escalations
Triaging new customer tickets, assessing priorities and escalating if required
Resolving Incidents and Requests raised by our customers within agreed SLA’s
Handling calls from customers, vendors and other 3rd parties
Assisting the Incident Management team by owning all priority tickets through to resolution, performing high quality communications to internal and external stake holders and suppliers, escalating as appropriate
Generating and analysing Teams Media quality reports and client logs
Following documented processes to provision and modify user accounts across the modern workplace suite of applications (primarily Teams, Exchange online, Sharepoint online, and CRM Dynamics)
Supporting and performing Change activities
Performing server and application maintenance activities, including patching using SCCM and troubleshooting backup anomalies as necessary
Audiocodes & application certificate renewals
Escalating Hardware issues to our suppliers and co-ordinating supplier access to our customer sites around the globe
Supporting 3rd line engineers with our core technologies .
Provide technical support for all UC services, ensuring all support tickets are kept up-to-date
Ensure faults are resolved with the agreed customer SLA
Liaise with 3rd party suppliers for fault resolution when appropriate
Develop close working relationships with the UC Specialist, UC Architect, Service Delivery and UC Provisioning Teams
Responsible for knowledge transfer to other teams members 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 Specialist Team
Assist the UC Specialist, UC Architect, Service Delivery and UC Provisioning Teams with any work during out of hours to include customer troubleshooting issues and R&D.
Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member to include out of hours tasks as required
MCA masters degree and BCA Bachelor degree.
Have couple of certifications such as CCNA and Microsoft team in cloud colloboration
