UC Support Engineer

Jobtailor; Reading; On-site; GBP 45,000 - 65,000; Full time

Job summary

Jobtailor is seeking an experienced UC Engineer in Reading, UK to provide technical support for unified communications systems. You will implement and maintain UC infrastructure, troubleshoot issues, and collaborate across IT teams to ensure seamless operation and security compliance.

You will work with Teams Direct Routing, SIP/VOIP, and SBCs (Ribbon, AudioCodes) while applying updates and contributing to upgrades and migrations. ITIL v4 Foundation is required if not already achieved.

Qualifications

• Experience with Unified Communications and SIP/VOIP systems.
• Proficiency with Teams Direct Routing and Skype for Business Server 2015/2019.
• Familiar with Ribbon/AudioCodes SBCs, Anywhere365, and Verint.
• Strong logs analysis, diagnostics, and troubleshooting across UC networks.
• Knowledge of Azure, Active Directory, Group Policy, virtualization, PKI, and networking.
• Excellent written and verbal communication for documenting issues and collaborating with stakeholders.
• ITIL V4 Foundation certification required if not already achieved.

Responsibilities

• Provide technical support and incident resolution for UC systems.
• Implement, configure, and maintain UC infrastructure components.
• Troubleshoot hardware and software issues across UC environments.
• Conduct system health checks and apply updates/patches.
• Document procedures and configurations for knowledge sharing and compliance.
• Collaborate with IT and support teams for UC integration.
• Assist in provisioning users and handling moves/adds/changes on UC platforms.
• Participate in UC upgrades, migrations, and new feature deployments.
• Maintain security standards and ensure compliance with policies.

Skills

Unified Communications

Teams Direct Routing

SIP/VOIP

PBX systems

Troubleshooting UC

Azure Infrastructure

Active Directory

Group Policy

Networking

Diagnostic tools

Power Platform & Dynamics 365

Security & Compliance

Tools

Ribbon SBC

AudioCodes SBC

Anywhere365

Verint

Job description

Responsibilities

• Provide technical support and incident resolution for UC systems, including Teams Operator Connect, Teams Direct Routing, and SIP/VOIP platforms.
• Implement, configure, and maintain UC infrastructure components such as SBCs (Ribbon, AudioCodes), contact centres, and call recording solutions.
• Troubleshoot and diagnose hardware and software issues within UC environments, escalating complex problems as necessary.
• Conduct routine system health checks, performance monitoring, and apply updates or patches to maintain optimal operation.
• Document technical procedures, solutions, and configurations for knowledge sharing and compliance purposes.
• Collaborate with other IT and support teams to ensure seamless integration and operation of UC services.
• Assist in provisioning users, managing access controls, and supporting moves/adds/changes requests on UC platforms.
• Participate in projects related to UC system upgrades, migrations, and new feature deployments.
• Maintain security standards and ensure compliance with organisational policies and industry best practices.

Requirements

• Demonstrated proficiency in Unified Communications technologies, including Teams Direct Routing, Skype for Business Server 2015/2019, SIP/VOIP, and legacy PBX systems (Avaya, Mitel, CCM).
• Experience with SBCs (Ribbon, AudioCodes), contact centre solutions (Anywhere365), and call recording platforms (Verint).
• Strong troubleshooting skills across UC environments, including network, voice, and application layers.
• Working knowledge of supporting technologies such as Azure Infrastructure, Active Directory, Group Policy, virtualization, PKI, and networking.
• Ability to interpret logs, analyze performance metrics, and apply diagnostic tools to resolve technical issues.
• Effective written and oral communication skills for documenting issues and collaborating with stakeholders.
• Resilience under pressure and commitment to delivering excellent customer service.
• Fast learner with the ability to assimilate new information and technologies quickly.
• Experience in Power Platform and Dynamics 365.
• Certifications: Ribbon Edge Support (desirable), AudioCodes ACA/ACP (desirable), MS-700, MS-720 (desirable), Anywhere365 Partner Training (desirable), CCNA (desirable), ITIL V4 Foundation (required if not previously achieved).

Core Competencies

Proficient in Unified Communications technologies, including Teams Direct Routing and SIP/VOIP, with strong troubleshooting skills across network, voice, and application layers. Experienced in maintaining UC infrastructure components and ensuring compliance with security standards and organisational policies.