About the job
At TTEC Digital, we empower our clients by ensuring their employees feel valued and fully supported, as we believe that an exceptional customer experience begins with a satisfied workforce. Our vision is to create an environment where employees can excel and thrive.
Position Overview
The Tier II/III Unified Communications Support Engineer acts as the main point of contact for all customer support inquiries within our Unified Communications Practice. This role is crucial for delivering advanced technical support, diagnosing, and resolving issues related to UC technologies. Responsibilities include managing system outages, performing triage across hardware, software, and network layers, and ensuring the efficient resolution of incidents ranging from minor to complex. In addition, this position involves collaboration with internal teams, vendors, and customers, as well as participation in deployment and enhancement projects involving technologies such as Microsoft Teams and Session Border Controllers.
Key Responsibilities
- Serve as the primary contact for customer support requests received via voice, email, web, or live calls.
- Deliver first-line support for system outages, emergencies, and critical issues.
- Conduct triage and troubleshooting of hardware, software, and network-related problems.
- Evaluate customer requirements and recommend suitable configurations.
- Oversee and manage videoconferencing and audiovisual systems.
- Monitor system performance and proactively address errors and alerts.
- Ensure timely resolution or escalation of issues while adhering to SLA compliance.
- Maintain accurate and comprehensive documentation within internal ticketing systems.
- Collaborate with internal teams, field engineers, vendors, and partners.
- Support integrations and provide basic application programming as necessary.
- Participate in Unified Communications projects, including Teams and SBC design, deployment, and upgrades.
