Unified Communications (UC) Engineer - GBP 25000

Role: 1st Line Unified Communications (UC) Engineer
Location: Manchester
Hours: Full-time, 37.5 hours per week
Salary: 24,000 - 25,000
Hybrid Working: Available, subject to Line Manager's agreement

Are you passionate about technology, customer service, and eager to grow in a dynamic ICT environment? We are a UK-wide ICT group supporting businesses to work smarter through technology. Specialising in Cloud services, managed IT services, infrastructure support, and mobile communication solutions, our team thrives on delivering top-tier support and creating exceptional customer experiences.

Role Overview: 1st Line Unified Communications Engineer.

As a 1st Line Unified Comms Engineer, you'll play a key role in supporting our growing Unified Communications customer base, including fixed-line, telephony systems, connectivity, and networking services. With a strong focus on communication and customer service, you'll manage customer tickets and aim for first-time resolutions, always seeking to proactively address user issues.

Responsibilities:

Provide 1st line support for Unified Communications across a diverse customer base with bespoke environments.
Serve as the first point of contact for UC support queries, delivering excellent customer service.
Manage incidents in line with established processes and meet SLA requirements.
Take ownership of tickets and troubleshoot a wide range of issues from systems to devices.
Update and maintain process documentation and knowledge articles as needed.
Demonstrate a solid understanding of networking and devices (e.g., desk phones, soft phones, firewalls, switches).
Collaborate closely with team members to provide seamless support.

Technical Responsibilities:

Troubleshoot telephony, connectivity, and device issues.
Work across multiple VOIP and connectivity suppliers to ensure efficient resolution.
Assist with the implementation of new VOIP systems for customers.
Communicate with customers and suppliers to ensure timely ticket resolution and customer satisfaction.
Exhibit strong problem-solving skills with an ability to isolate issues and diagnose under pressure.

About You:

You're a technology enthusiast with a natural problem-solving ability and enjoy working with people.
Able to work independently and prioritise tasks effectively.
A supportive, approachable team player, willing to share technical knowledge and guidance.
Eager to learn and explore new technologies as part of a rapidly growing business.

Qualifications and Experience:

Minimum of 1 year of experience in a Unified Communications role.
Experience in supporting ICT services, with knowledge of:
Hosted Voice Platforms
Connectivity (DSL, Leased Lines)
Network hardware
Comfortable working in a busy team environment.

Ready to Apply?

If you're driven by a passion for technology and exceptional customer service, we'd love to hear from you. Join a team where you'll grow, learn, and make a difference. Full details will be discussed at the interview stage, giving you the opportunity to ask questions and learn more about the role.