Unified Communications Engineer

York- Hybrid - 2 days a week onsite

The role and its direct reports will be responsible for customer facing Unified Network based services such as Unified Communications, Telephony, Mobile Services and Video Conferencing.

Development of the UC network strategy including network design and roadmap.

• Day to day operational performance of the UC network to agreed SLAs and KPIs.
• Changes to the UC network to meet ongoing business demands.
• Delivering continuous service improvement
• Emergency response to critical incidents.

Day to Day Operations

Key areas include:

Operational Performance

• Manage and ensure effective operation of the IT UC network, including but not limited to:
  • Site Connectivity.
  • Secure Wi-Fi (Site).
  • Web Security (in part).
  • Unified Communication including meeting rooms, video conferencing, telephony (telephony systems, fixed line, VGN) & mobile.
  • Mobile Device Management (MDM).
  • Internet and VPN Service.
  • IT Disaster Recovery.
• Ensure all relevant UC network hardware, software/firmware is within supported life.
• Work with vendors to obtain, schedule and implement updates.
• Review and respond to out of hours critical incidents as required.
• Support the IT Network Services Manager for UC network major incident resolution ensuring coordination of resolving parties.
• Manage key supplier relationships to ensure services are delivered within agreed timescales.
• Enforce UC network policy and procedure.
• Deliver effective 3rd line support ensuring adequate resource is allocated.

Operational monitoring & reporting

• Monitor, control and support the UC network; ensuring methodologies and procedures are in place and followed.
• Manage resource availability to ensure objectives are met and tasks are evenly distributed.
• Ensure capacity planning for the UC network ensuring sufficient capacity to meet current and future predicted growth.
• Ensure IT hardware and services are maintained within agreed objectives and appropriate Service Level Agreements [SLA].
• Provide IT UC network operational statistics to the IT Operational leadership team.

• A Level IT, BTEC in Computing or equivalent.
• MCP or equivalent.
• CCNA.
• CCNA Voice.
• M365 - Teams Voice Engineer or equivalent. (MS-720, 721)
• ITIL - V3/V4 Foundation.