Offer summary

Qualifications:

Bachelor's degree in technology or related field., 2-4 years of experience in the telecommunications industry, preferably in Australia., Strong understanding of Unified Communications systems, including VoIP and video conferencing., Excellent communication skills, both written and verbal. .

Key responsibilities:

Responding to and resolving technical issues related to Unified Communications systems.

Providing Level 1 and Level 2 support for incidents and service requests.

Conducting root cause analysis for recurring issues and implementing preventive measures.

Collaborating with other IT teams to address cross-functional issues.

Job description

Job Description

Responding to and resolving technical issues related to Unified Communications systems.
Providing Level 1 and Level 2 support for incidents and service requests.
Troubleshooting and diagnosing problems related to UC applications, such as VoIP, video conferencing, instant messaging, and collaboration tools.
Conducting root cause analysis for recurring issues and implementing preventive measures.
Communicating effectively with end-users or clients to understand and resolve their issues.
Providing clear and concise instructions to users on how to utilize UC applications effectively.
Handling customer inquiries and escalating complex issues to higher support tiers when necessary.
Maintaining accurate records of technical issues, resolutions, and configurations.
Creating documentation, manuals, and knowledge base articles for troubleshooting common problems.
Collaborating with other IT teams, such as network engineers and system administrators, to address cross-functional issues.
Participating in team meetings, sharing knowledge, and contributing to process improvements.
Assist with porting process.

Qualifications & Educational Requirements

Bachelors degree in technology or related field

Minimum 2-4 years of experience, preferably in Australian telecommunications industry

Requirements:

Strong understanding of Unified Communications systems, including VoIP, video conferencing, SIP, and collaboration tools.
Proficiency in troubleshooting UC platforms and related hardware/software.
Knowledge of networking principles and protocols, such as TCP/IP, DHCP, DNS, etc.
Experience in working with UC vendors' products and technologies (e.g., Cisco, Microsoft Teams, Zoom, Avaya, etc.).
Ability to work under pressure, prioritize tasks, and meet SLAs (Service Level Agreements).
Excellent communication skills, both written and verbal, to interact with users and technical teams effectively.
Certification or relevant experience in Unified Communications (e.g., CCNA Collaboration, Microsoft 365 Certified: Teams Administrator Associate, etc.) is a plus.

This job demands a strong technical background in Unified Communications, effective communication skills, and the ability to work both independently and as part of a team to ensure the smooth operation and support of UC systems.

Required profile