UCaaS Operations Engineer (On-Call & Travel)

Nexon Asia Pacific

City of Brisbane

On-site

AUD 90,000 - 120,000

Full time

11 days ago

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Job summary

Nexon Asia Pacific is seeking an Operational Engineer to keep Unified Communications as a Service (UCaaS) platforms running smoothly from our Brisbane offices. You will work within the Communications Operations team to manage SIP, carrier aggregation and related UC platforms, and collaborate with cross-functional peers across our national footprint.

You will handle BAU demand, vendor relationships, and escalations, delivering timely resolutions and documentation.

Qualifications

Experience with NEC/Avaya/Alcatel/Mitel/Samsung/Cisco telephony equipment.
TCP/IP networking and QoS for SIP.
Experience programming systems to customer requirements.
Understanding of the service provider operating model.

Responsibilities

Monitor support ticket queues and resolve incidents, problems and service requests within SLA.
Install system hardware, including physical servers and gateways.
Maintain system operational status, including patching and testing.
Monitor and troubleshoot system performance, liaising with third-party providers as needed.
Escalate to vendor L3 engineers where required.
Deliver high standard of customer service to keep client services running.
Create help sheets and knowledge base articles for internal teams and end users.
Travel to customer sites for maintenance and installation work.
Join Communications team's after-hours on-call roster, coordinating responses to system alerts and customer escalations.
Complete tasks assigned by your Manager and Project Team.