Consultant UC

Key responsibilities

• Providing advanced support and technical resolution for Microsoft Teams, Microsoft 365, and Unified Communications environments.
• Managing escalations, major incidents, root cause analysis activities, and service restoration efforts while ensuring timely customer communication.
• Troubleshooting and supporting Microsoft Teams Voice, Direct Routing, Phone System, Teams Rooms, Skype for Business, and hybrid collaboration environments.
• Collaborating with internal support teams, customers, and stakeholders to resolve complex technical and operational challenges.
• Contributing to service improvement initiatives through trend analysis, knowledge sharing, documentation, and operational optimization activities.
• Acting as a technical mentor and subject matter expert, providing guidance and support to junior consultants and support engineers.
• Experience supporting Unified Communications, Microsoft 365, Microsoft Teams, or Modern Workplace technologies within managed services, consulting, or enterprise IT environments.
• Strong expertise across Microsoft Teams, Teams Voice, Direct Routing, Phone System, and collaboration technologies.
• Understanding of voice infrastructure, SIP protocols, call routing, session border controllers (SBCs), and enterprise telephony environments.
• Experience supporting hybrid Microsoft environments, including Skype for Business, Microsoft Teams, and Microsoft 365 workloads.
• Strong analytical, troubleshooting, incident management, and problem-resolution skills.
• Excellent communication and stakeholder management skills with the ability to work effectively in a fast-paced, customer-focused environment.