This role requires a strong technical background in Unified Communications (UC), with a particular focus on Microsoft Teams at an Administrator level. The ideal candidate will have experience configuring, troubleshooting, and supporting Microsoft Teams, Omni-channel environments, and Contact Centre systems within a broader UC framework. The role also requires the ability to work both collaboratively and independently to ensure the smooth and reliable operation of all UC systems.
This role requires a strong technical background in Unified Communications (UC), with a particular focus on Microsoft Teams at an Administrator level. The ideal candidate will have experience configuring, troubleshooting, and supporting Microsoft Teams, Omni-channel environments, and Contact Centre systems within a broader UC framework. The role also requires the ability to work both collaboratively and independently to ensure the smooth and reliable operation of all UC systems.
Responsibities:
General:Provide technical support to our Partners through the company’s TAC and project board. This includes interaction with partners across phone, email, and the company’s ticketing system.Collaborate with the Engineering team on Incident/Request resolution for our Partners and their end users when required.Represent the TAC and the wider team from an exemplary customer service capacity.Provide assistance with pre-sales planning, call flow design, configuration, implementation, and support for our Partners in the deployment of UCaaS hardware and configuration of the UC platform to their customers.Foster an attitude of continual service improvement across all areas of service delivery.
Technical:Attain a high level of understanding of SASBOSS and other products from a support and delivery perspective.Provide and exemplary level of technical support for UC platform products and services.Support our Projects Board by liaising with Partners to design call flows, call centres, queues, telephone, and UC client configuration.
TAC Participation:Become highly proficient in our TAC ticketing system, including ticket handling, escalation and resolution of incidents and requests.Maintain or exceed agreed Partner SLA’sWork closely with the Operations Manager to identify and advise of recurring, major and critical incidents.Be responsible for partner communication including keeping them informed of ticket status, managing escalation requests, and updating tickets with accurate and timely comments.Contribute to the PRC (Partner Resource Centre) online knowledge base with helpful and clearly documented articles.Actively educate partners to be empowered and deliver from their own capability and skills sets.Promote an exceptional customer service experience in every facet of what the TAC does.
NPS:Work with the company's partner success managers to provide feedback on the partner experience
Process and Procedure Ownership:Understanding and Compliance: If you are responsible for owning processes or procedures, you must ensure a thorough understanding of the relevant documentation and ensure compliance within your area of responsibility.Documentation: Maintain up-to-date and accurate documentation for all processes and procedures to align with ISO standards and reflect practices. Training: Ensure appropriate stakeholders are trained on these processes and procedures. Facilitate and provide training sessions as needed.Monitoring and Improvement: Regularly review and monitor processes to ensure they comply with ISO standards. Identify areas for improvement and implement necessary changes.Stakeholder Engagement: Engage with stakeholders to ensure they understand and adhere to the processes and procedures. Address any concerns or non-conformities promptly.Audit Support: Support internal and external audit activities by providing necessary documentation, evidence, and participating in audit discussions.Collaboration with Compliance: Work and consult with the Chief Compliance Officer to ensure all processes and procedures meet ISO standards and regulatory requirements. Collaborate on compliance initiatives and address any compliance-related issues together.To be successful in this role, you will have:
ExperienceBachelor’s degree in technology or a related field.Minimum 2–4 years of experience, preferably in the Australian telecommunications industry.
SkillsStrong understanding of Unified Communications systems, including VoIP, video conferencing, SIP, and collaboration tools.Demonstrated experience in supporting and administering Microsoft Teams, including Teams voice, meetings, and integration with Microsoft 365.Microsoft 365 Certified: Teams Administrator Associate certification (or working towards) is highly preferred.Proficiency in troubleshooting UC platforms and related hardware/software.Knowledge of networking principles and protocols (TCP/IP, DHCP, DNS, etc.).Experience working with UC vendor technologies such as Cisco, Zoom, Avaya, and especially Microsoft Teams.Ability to work under pressure, prioritize tasks, and meet SLAs.Excellent written and verbal communication skills for effective user and team interaction.Additional certifications in Unified Communications (e.g., CCNA Collaboration, ITIL) are a plus.
Attributes:PassionateOpen minded Highly collaborative Able to work autonomously and within a team
