Location: Anywhere in the US (remote / work from home)
Associate UC Support Engineer
An Associate UC Support Engineer is the first point of contact for customer requests for assistance in the Unified Communication Practice focused on Skype for Business and Microsoft Teams. This position handles Tier 1 requests that come in through voicemail, e-mail, web or live calls. It is the first line of support for system down emergencies, errors and triage of hardware, software, and network problems and provides an explanation of system capabilities to the customer.
Responsibilities:
- Demonstrate professionalism and leadership in representing Avtex to customers and vendors
- Support our clients’ Skype for Business / Microsoft Teams environments and troubleshoot issues to resolution
- Basic understanding of networks, video and data, voicemail and Microsoft Exchange email systems
- Support integrations of systems with Skype for Business and unified messaging infrastructure, including working with associated teams such as network, security and devices
- Assess customer needs and translate into tech requirements
- Support client videoconferencing and AV systems
- Collect usage statistics and repair logs via the ticketing process
- Monitor and respond to system errors
- Follow-up; resolve and/or escalate outstanding issues in a timely manner
- Provide complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to problem resolution
- Initiate billing processes as required
- Understand system hardware/software to be able to identify problems and provide a remedy
- Work closely with Field Engineers, internal and external stakeholders, and our partners
- Participate in miscellaneous projects as assigned
- After hours work may be required and participation in an on-call rotation (1 week at a time) required
Requirements:
- High school diploma
- 1+ year of applicable tech support experience in a corporate or managed services environment
- Basic knowledge of Active Directory, Exchange, Enterprise Voice, IP Phones, VOIP, SIP, Gateways, Office 365, and Unified Messaging a plus
- Basic understanding of integrations, networking and reporting tools
- Team player with a focus on delivering excellent customer service
- Attention to detail and thoroughness
- Effective time management skills, planning and organizational skills
- Excellent written and verbal communication skills
- Ability to adapt quickly to changing technology
- Ability to build rapport with clients remotely