Tier II III UC Support Engineer
TTEC Digital
Description
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose
The Tier II/III UC Support Engineer serves as the primary point of contact for all customer support requests within the Unified Communications Practice. This role is responsible for providing advanced technical support, troubleshooting, and resolution of issues related to UC technologies. The engineer handles system outages, performs triage across hardware, software, and network layers, and ensures timely resolution of incidents ranging from minor to complex. Additionally, the role involves collaboration with internal teams, vendors, and customers, and participation in deployment and enhancement projects such as Microsoft Teams and Session Border Controllers.
Key Responsibilities
- Act as the focal point for customer support requests via voice, email, web, or live calls.
- Provide first-line support for system outages, emergencies, and critical issues.
- Perform triage and troubleshooting of hardware, software, and network-related problems.
- Assess customer requirements and recommend appropriate configurations.
- Manage and administer videoconferencing and AV systems.
- Monitor system performance and respond proactively to errors and alerts.
- Ensure timely resolution or escalation of issues and maintain SLA compliance.
- Maintain accurate and complete documentation through internal ticketing systems.
- Collaborate with internal teams, field engineers, vendors, and partners.
- Support integrations and provide basic application programming when required.
- Participate in UC-related projects including Teams and SBC design, deployment, and upgrades.
- Initiate billing processes where applicable.
- Collect and analyze usage statistics and repair logs.
- Perform after-hours support when required.
Technical Expertise
- Strong experience in Unified Communications support environments.
- Expertise in Microsoft Teams and Skype for Business.
- Hands-on experience with VoIP technologies and Teams Direct Routing.
- Experience with Session Border Controllers (AudioCodes, Ribbon).
- Knowledge of Microsoft O365 and Azure environments.
- Experience with integrations between Microsoft Teams and platforms like Genesys Cloud/Connect.
- Understanding of networking concepts for telecom solutions.
- Knowledge of Active Directory, DNS, DHCP, and cloud platforms (Azure/AWS).
- Ability to troubleshoot complex system and network issues.
Competency
Personal:
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Interview Prep Guide
Preparation Strategy
To prepare for this role, focus on reviewing Unified Communications concepts, Microsoft Teams, Skype for Business, and VoIP technologies. Practice troubleshooting scenarios and be prepared to provide examples of handling system outages and emergencies. Additionally, review the job description and prepare examples of past experiences that demonstrate collaboration, problem-solving, and time management skills.
Likely Interview Rounds
- 1. Technical~60 min
What to prep: Review Unified Communications concepts, Microsoft Teams, Skype for Business, and VoIP technologies. Practice troubleshooting scenarios and be prepared to provide examples of handling system outages and emergencies.
- What is your experience with Unified Communications support environments?
- How do you troubleshoot issues with Microsoft Teams and Skype for Business?
- Can you explain the concept of VoIP technologies and Teams Direct Routing?
- How do you handle system outages and emergencies in a UC environment?
- 2. Behavioral~60 min
What to prep: Prepare examples of past experiences that demonstrate collaboration, problem-solving, and time management skills. Review the job description and be ready to provide specific examples of how you can apply your skills to the role.
- Can you describe a time when you had to collaborate with internal teams and vendors to resolve a complex issue?
- How do you ensure timely resolution or escalation of issues and maintain SLA compliance?
- Tell me about a project you worked on that involved UC-related design, deployment, and upgrades.
- How do you handle after-hours support and prioritize tasks in a fast-paced environment?
Most Likely Questions
- What is your experience with Unified Communications support environments?
- How do you troubleshoot issues with Microsoft Teams and Skype for Business?
- Can you explain the concept of VoIP technologies and Teams Direct Routing?
- How do you handle system outages and emergencies in a UC environment?
- Can you describe a time when you had to collaborate with internal teams and vendors to resolve a complex issue?
Common Pitfalls
- Lack of experience with Unified Communications support environments
- Inability to troubleshoot complex issues with Microsoft Teams and Skype for Business
- Limited knowledge of VoIP technologies and Teams Direct Routing
- Poor time management and collaboration skills
Free Prep Resources
- • Microsoft Teams documentation
- • Skype for Business documentation
- • VoIP technologies tutorials
- • Unified Communications support forums