Description
The UC Consultant – Managed Services plays a critical role in implementing and supporting Unified Communications (UC) and security infrastructure for managed service clients. Responsibilities include onboarding clients, monitoring vital metrics, resolving escalated incidents, and ensuring compliance with service-level agreements (SLAs). This role involves collaborating with diverse teams, performing capacity planning, and leading installation and upgrade projects. Additionally, the consultant will oversee disaster recovery procedures, provide client training, and maintain clear documentation in alignment with ITIL standards.
Requirements
1. At least 5 years of experience in the Unified Communications domain.
2. Bachelor's degree in computer science, Engineering, or a related field.
3. Strong troubleshooting and incident management skills specific to Unified Communications.
4. In-depth understanding of UC platforms and network security, including firewalls.
5. Proficiency in ITIL processes and documentation standards.
6. Experience in leading system installations and performing disaster recovery procedures.
Desirable
1. Excellent interpersonal and communication skills.
2. Prior experience in customer-facing support roles.
3. Familiarity with capacity planning and conducting RCA/post-mortem analyses.