Unified Communication Support Consultant (Voice + Email)
Purpose Of IT!
We are seeking a skilled Unified Communication Support Staff member with expertise in PBX systems, Microsoft Environment, Teams Telephony, and VoIP. As a Unified Communication Support Staff member, you will be responsible for providing technical support and assistance to our clients in their unified communication infrastructure. You will collaborate with cross-functional teams, troubleshoot issues, and ensure the smooth operation and optimization of unified communication solutions.
Key Accountabilities!
- Provide technical support and troubleshooting assistance for unified communication systems, including PBX, Microsoft Environment, Teams Telephony, and VoIP.
- Respond to and resolve incidents and service requests related to unified communication platforms, ensuring timely resolution and customer satisfaction
- Collaborate with clients and internal teams to gather requirements, design solutions, and implement unified communication systems.
- Configure and maintain PBX systems, including system setup, user provisioning, call routing, and voicemail configurations.
- Ensure seamless integration of unified communication solutions within the Microsoft Environment, such as Microsoft Teams and Office 365.
- Assist in the deployment and administration of Teams Telephony solutions, including user setup, call routing, and call management.
- Troubleshoot and resolve issues related to VoIP networks, including call quality, network connectivity, and interoperability problems.
- Monitor the performance and availability of unified communication systems, proactively identifying and resolving any issues or bottlenecks.
- Collaborate with vendors and third-party providers for support escalations and problem resolution.
- Document support activities, including incident resolution, troubleshooting steps, and knowledge base articles.
- Stay updated with the latest industry trends and advancements in unified communication technologies, recommending improvements and optimizations.
Knowledge/Skills Required!
Must have strong knowledge in the following skills:
- Experience with Office365 in (hybrid topologies) (Teams & Exchange).
- Basic understanding of core IT infrastructure/network concepts, role of firewalls, load balancers, VPN, (Protocols like DNS, DHCP, NTP, TCP/IP) network performance indicators (latency, bandwidth, jitter, packet loss).
- Knowledge about deploying and troubleshoot Outlook/Teams/ (Skype for Business desktop).
- Experience with enterprise PBX / IP-PBX use-cases.
- Teams voice user/entity management, Skype for Business Server user/entity management.
- Experience in supporting SIP-Trunks or PSTN connections, phone number management SBC/media gateway management is not required.
- Basic SIP protocol understanding to troubleshoot SIP PSTN calls with AudioCodes OVOC.
- Exchange online/(hybrid) user/entity management.
- Basic SMTP protocol understanding and experience with E-Mail delivery best practices and Security/AntiSpam/Phishing mechanisms (SPF, DKIM, DMARC, ARC) to troubleshoot external/internal E-Mail delivery.
- Understanding and managing E-Mail signatures with (CodeTwo and/or Mailtastic) or any other solution (can be trained).
- Basic understand of E-Mail encryption technology with Office365.
This link, user name and password are only accessible to you as a contractual partner of Würth IT. Please note the following information: The link + user name + password may not be passed on to uninvolved third parties. The documents to be downloaded (currently four documents, each available in German and English) may also not be passed on to uninvolved third parties. The documents to be downloaded must be passed on to external personnel employed by you as part of a service or temporary employment contract.