IT Network Services Engineer - Unified Comms

Investigo; York and North Yorkshire; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

York-based Unified Communications Engineer position, hybrid with 2 days onsite, for a UK FTSE 100 organisation. You will support and enhance enterprise UC services across RingCentral, Microsoft Teams Voice, video conferencing, and meeting-room technology, ensuring reliability and security.

You will troubleshoot complex incidents, contribute to lifecycle management, and coordinate with vendors and internal teams to improve stability and user experience.

Qualifications

• Demonstrated 3rd-line experience in Network Services/Unified Communications roles.
• Strong TCP/IP networking knowledge across LAN/WAN/WLAN/VPN.
• Experience supporting enterprise UC services including cloud telephony and video conferencing.
• Ability to troubleshoot complex incidents in live environments.

Responsibilities

• Support and administer enterprise UC services (Teams Voice, RingCentral, video confs, meeting rooms, mobility).
• Maintain availability, performance and security of communications platforms and network services.
• Act as 3rd-line escalation for complex incidents and root-cause analysis.
• Monitor service health against SLAs and KPIs; manage changes via change control.
• Assist lifecycle management, documentation and security enhancements.

Skills

Unified Communications

Telecommunications Engineering

TCP/IP Networking

SIP/VoIP

RingCentral

Microsoft Teams Voice

Video Conferencing

Network Security

Incident Resolution

3rd-line Support

Vendor Management

Education

MS-720 or equivalent certification

Cisco CCNA or equivalent certification

RingCentral certification

Job description

York (Hybrid – 2 days onsite) | Permanent

A leading UK FTSE 100 organisation is seeking an Unified Communications Engineer to support and enhance its enterprise-scale communications and collaboration services across a UK-wide environment. This role sits within a high-performing Group IT function responsible for delivering secure, resilient and high-availability services that support critical business operations nationwide.

You’ll join a technically evolving environment, working with modern Unified Communications technologies across Microsoft Teams Voice, Ringcentral telephony, meeting-room technology, video conferencing, mobile and collaboration services. Working alongside experienced engineers and external partners, you will help maintain, optimise and evolve the organisation’s communications estate.

The Role

Reporting to the Senior Unified Communications Engineer, you will play a key role in maintaining the stability, performance and security of the organisation’s Unified Communications services. You will provide end-to-end support across Ringcentral telephony, Microsoft Teams Voice, video conferencing, meeting rooms, mobile services and associated network connectivity, ensuring services are reliable, scalable and aligned with business requirements.

Working closely with internal IT teams, project-delivery functions and third-party providers, you will troubleshoot complex issues, implement controlled changes and support service-improvement initiatives. You will also contribute to lifecycle management, operational monitoring, technical documentation and security enhancements, helping ensure the communications platform remains resilient, supportable and future-ready.

This position offers strong exposure to enterprise scale communications technology and is well suited to a hands-on engineer who enjoys deep technical troubleshooting, continuous improvement and working in a complex production environment.

Key Responsibilities

• Support and administer enterprise Unified Communications services, including Microsoft Teams Voice, Ringcentral telephony, video conferencing, meeting rooms and mobile services.
• Maintain the availability, performance and security of communications platforms and associated network services.
• Act as a 3rd-line escalation point for complex incidents, service requests and root-cause investigations.
• Monitor service health, performance and capacity against agreed SLAs and KPIs.
• Implement service and infrastructure changes through structured change-management processes.
• Support hardware, software and firmware lifecycle management, including upgrades, patching and refresh activity.
• Maintain accurate technical documentation, configuration records, standards and operational procedures.
• Coordinate with telecommunications carriers, vendors and service providers to resolve issues and maintain service levels.
• Support major-incident resolution and provide out-of-hours assistance for critical incidents when required.
• Contribute to disaster-recovery planning, testing and resilience initiatives.
• Support the delivery and transition of Unified Communications projects into business-as-usual support.
• Identify and deliver opportunities to improve the stability, performance and user experience of communications services.
• Demonstrable experience in a 3rd-line Network Services, Unified Communications or Telecommunications Engineering role.
• Technical knowledge of TCP/IP networking, including LAN, WAN, WLAN, VPN and internet connectivity.
• Experience supporting enterprise Unified Communications services, including cloud telephony, video conferencing, meeting-room technology and mobile services.
• Hands-on experience administering cloud telephony, including user provisioning, call routing, number management, configuration changes and incident resolution.
• Proven ability to troubleshoot and resolve complex incidents in a live, business-critical environment.
• Experience working with third-party suppliers, carriers and managed service providers.
• Experience delivering controlled technical changes and maintaining clear technical documentation.
• Strong communication skills, with the ability to work effectively with technical teams, suppliers and business stakeholders.
• Full UK driving licence and willingness to undertake occasional UK travel.
• RingCentral administration training or relevant RingCentral certification.
• Microsoft Teams Voice Engineer certification, such as MS-720 or equivalent.
• Cisco CCNA or equivalent networking certification.
• Experience with SIP, VoIP, PSTN, fixed-line and mobile telephony services.
• Experience integrating or supporting RingCentral alongside Microsoft Teams, mobile, video-conferencing and wider collaboration services.
• Experience with video-conferencing platforms and meeting-room technologies.
• Knowledge of network-security principles, web security and secure remote-access solutions.
• Experience within a large, multi-site enterprise environment.