UC Support Engineer - L3

Unified Communications Service Engineer (Level 3) Permanent, Full-Time - with overtime and participation in an on-call rota

Salary: £40,000 - £44,000 + overtime + on-call Remote - with some infrequent travel to London

Concept is delighted to be partnering with a private equity-backed, value-added reseller that provides a wide range of technology solutions across Unified Communications, Cyber Security, LAN, and Microsoft Teams. As a Microsoft Solutions Partner for Modern Work and Security, as well as a Microsoft FastTrack Ready Partner, they specialise in helping businesses embrace AI-driven Microsoft solutions to stay ahead of the curve.

About the Role

As a Level 3 Unified Communications Service Engineer, you will be part of the Operational Support Team, working alongside other L3 UC Engineers to monitor, manage, and support Microsoft Teams, Direct Routing, and Meeting Spaces environments for a diverse portfolio of customers. This role offers the opportunity to collaborate with cross-functional teams, dedicated self-development time, on-site work, and staggered working shifts.

Key Responsibilities

Provide Incident, Request, Change, and Problem Management support directly to clients' Service Desk teams. Take ownership of client incidents and requests, ensuring timely resolution within SLA agreements. Review monitoring alerts, identify known errors, and determine appropriate resolutions. Conduct root cause analysis (RCA) for high-priority incidents and recurring problems. Develop Knowledge Articles, optimise processes, and improve resolution times. Suggest and implement service improvements to enhance support services. Manage time effectively, ensuring clear communication with clients and internal teams. Provide expert advice and recommendations on supported systems and products. Use Teams Call Quality Dashboard to analyse and enhance call quality and reliability. Perform remote and on-site software upgrades when required. Attend incident reviews, one-to-one meetings, and client discussions. Collaborate with Project Teams to support new technology implementations. Occasionally provide planned on-site support for clients. Participate in the on-call rota as required.Essential Skills & Experience

Significant experience supporting Microsoft Teams within a Service Operations Support environment. Level 3 expertise in all core areas plus at least four of the following: Core: Microsoft Teams Direct Routing telephony Teams Admin Centre configuration & troubleshooting Wireshark or other protocol analysers PowerShell scripting for configuration & troubleshooting Anywhere 365 / Luware Contact Centre Additional Areas:

Teams Compliance Call Recording (e.g., Numonix, Verint) Conference Room Support AudioCodes or Ribbon SBCs & SIP Teams phones (Poly, Yealink, Crestron, AudioCodes) Enghouse Contact Centre Authentication & Certificates MS Teams Rooms Skype for Business Corporate networking Experience in a Level 3 support role with external customer interaction. Strong troubleshooting, problem-solving, and critical-thinking skills. Ability to manage high-volume workloads and prioritise effectively. Excellent written and verbal communication skills. Proactive approach to identifying and mitigating potential challenges. Flexibility to work outside of business hours when required. Strong attention to detail and ability to document issues clearly. Must have the right to work in the UK and be able to pass Baseline Personal Security Standard (BPSS) clearance.

Desirable Skills & Certifications

Microsoft 365 Certified Fundamentals (passed exam) MS-700 / MS-721 Exams (passed exam) Microsoft 365 Certified: Teams Administrator Associate (passed exam) Experience with Azure services such as Log Analytics and Workbooks Experience with AudioCodes One Voice Operations Centre Implementation or support experience with Anywhere365 Contact Centre Knowledge of Teams Call Quality Dashboard (CQD) ITIL Foundation certification or experience working in an ITIL-aligned environment Familiarity with Microsoft 365 technologies, including: Exchange Online, SharePoint Online, Office 365 Groups Azure Active Directory Dynamics 365 (Contact Centre) Power Apps & Automation Microsoft Endpoint Manager (InTune) & Conditional Access Teams Phone support & management Ribbon Session Border Controllers

Why Join Us?

Work with cutting-edge Microsoft technology in a supportive, expert team. Opportunities for professional growth and certifications. Flexible remote working with occasional travel. Competitive salary, overtime, and on-call benefits.

If you're a skilled UC Engineer looking for an opportunity to grow and make an impact, apply today