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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.
