Unified Communications Engineer

Malaysia Permanent

Added 01/12/2020

  • Established Global MNC with clear career progression
  • Attractive compensation package and employee benefits (RM10,000-RM15,000)

About Our Client

Our client is an award-winning Unified Communications (UC) and leading Microsoft Partner who has been delivering Microsoft Intelligent Communication solutions to companies worldwide for nearly a decade. Backed by a comprehensive consultancy team of UC experts and in-house developed software, they have delivered the best solution for customer businesses to the satisfaction of nearly 100 customers. They are currently looking for a Unified Communications Engineer to be part of their Managed Services team.

Job Description

You will be a part of a team of technical operation engineers providing troubleshooting in projects. You could be required to work a shift pattern covering EMEA, NA and APAC time zones. The primary time zone for this role will be APAC and EMEA.

You are also required to work local public holidays and weekends as needed. There may be on-call required to cover weekends and public holidays on a rota basis, receiving payment in addition to your basic salary for this work.

Your key responsibilities will be focused on operations:

  • Leading Problem Ticket technical troubleshooting (e.g. providing technical Root Cause Analyst Information / patching delivery / DR activities)
  • Resolving incidents/requests from the customers service desk
  • Escalating and liaising with 3rd party vendors and end users on incident resolution as required (e.g. Microsoft, Ribbon, WSP etc.)
  • Monitoring the environment and initiating actions to resolve or mitigate any incidents
  • Conducting system administration, including commissioning new features
  • Engaging in the Change Management process (e.g. providing information to CAB, attending CAB etc.)
  • Ensuring SLA targets and KPI's are met
  • Understanding management requirements, collecting data, delivering analysis and identifying improvements
  • Project work to expand/modify customer support solutions

The Successful Applicant

  • Bachelor's Degree or higher in Computer Science/Information Technology or equivalent fields
  • Understanding Unified Communications to a high level (at least 3-5 years' experience)
  • Technical / architectural knowledge of Skype, e.g. patch building supporting an enterprise-level environment
  • Maintenance and troubleshooting experience of SBC including audio codes, acme packets, rhythm, sonics and installs
  • Working knowledge of Active Directory, Windows Server, PNS
  • Comfortable in working in a highly operational role
  • Possesses the expertise to be in the position of a technical mentor
  • Skilled in handling customers
  • Competent in dealing with processes, documentation and scheduling their own time
  • Ability to work in shifts across time zones and public holidays

What's on Offer

  • Established Global MNC with clear career progression

  • Attractive compensation package and employee benefits (RM10,000-RM15,000)

  • Top Tech: Best-of-breed software and hardware provided to all staff

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