Support Specialist

Job Description

• Responding to and resolving technical issues related to Unified Communications systems.
• Providing Level 1 and Level 2 support for incidents and service requests.
• Troubleshooting and diagnosing problems related to UC applications, such as VoIP, video conferencing, instant messaging, and collaboration tools.
• Conducting root cause analysis for recurring issues and implementing preventive measures.
• Communicating effectively with end-users or clients to understand and resolve their issues.
• Providing clear and concise instructions to users on how to utilize UC applications effectively.
• Handling customer inquiries and escalating complex issues to higher support tiers when necessary.
• Maintaining accurate records of technical issues, resolutions, and configurations.
• Creating documentation, manuals, and knowledge base articles for troubleshooting common problems.
• Collaborating with other IT teams, such as network engineers and system administrators, to address cross-functional issues.
• Participating in team meetings, sharing knowledge, and contributing to process improvements.
• Assist with porting process.

Qualifications & Educational Requirements

• Bachelors degree in technology or related field

Minimum 2-4 years of experience, preferably in Australian telecommunications industry

Requirements:

• Strong understanding of Unified Communications systems, including VoIP, video conferencing, SIP, and collaboration tools.
• Proficiency in troubleshooting UC platforms and related hardware/software.
• Knowledge of networking principles and protocols, such as TCP/IP, DHCP, DNS, etc.
• Experience in working with UC vendors' products and technologies (e.g., Cisco, Microsoft Teams, Zoom, Avaya, etc.).
• Ability to work under pressure, prioritize tasks, and meet SLAs (Service Level Agreements).
• Excellent communication skills, both written and verbal, to interact with users and technical teams effectively.
• Certification or relevant experience in Unified Communications (e.g., CCNA Collaboration, Microsoft 365 Certified: Teams Administrator Associate, etc.) is a plus.

This job demands a strong technical background in Unified Communications, effective communication skills, and the ability to work both independently and as part of a team to ensure the smooth operation and support of UC systems.