Unified Communications Systems Analyst

Job description

• National Senior Certificate / Matric.
• Up to 4 years of experience in Information Technology.
• Microsoft Certified Systems Engineer (MCSE) or Equivalent Certification.
• Microsoft 365 Certified: Teams Administrator Associate Certification.
• Microsoft 365 Certified: Teams Voice Engineer Expert Certification.
• Microsoft 365 Certified: Modern Desktop Administrator Associate Certification is preferred.
• Experience supporting video conferencing solutions.
• Experience in networking.
• Experience in end-user support.

• Provide technical support by proactively identifying, investigating and resolving client incidents and problems.
• Oversee VCAV team operations, operational improvements, practices and quality assurance.
• Manage support tickets ranging from low to high complexity in accordance with agreed service-level agreements (SLAs).
• Ensure assigned infrastructure is configured, installed, tested and operational; perform checks, use monitoring tools and respond to alerts.
• Identify and log incidents and errors promptly, assist with assigning and escalating support calls, and investigate third-line support issues to determine root causes.
• Escalate issues to third-party vendors where necessary.
• Provide onsite technical support and field engineering services to clients.
• Conduct monthly sample reviews of incidents and service requests, analysing findings and recommending service quality improvements.
• Provide ongoing feedback to clients and affected parties, updating relevant systems and portals.
• Identify opportunities to optimise workflows and automate tasks.

Requirements

• Communication strategy
• End User support
• Networking
• Troubleshooting,
• Root cause analysis
• IT service management
• Incident handling