Tier II III UC Support Engineer

The Tier II/III UC Support Engineer role is focused on providing advanced technical support for Unified Communications technologies, including troubleshooting, system management, and project participation. It is suitable for individuals with experience in UC environments and related technologies.

Location: Hyderabad

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.

Requirements

• 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.