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TTEC Unified Communications Support Engineer in Topeka, Kansas

At Avtex, a TTEC Digital Company, we’re all about the Human Experience. Elevated. As a Unified Communications Support Engineer working remotely you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing -

  • A UC Support Engineer you are the point of contact for all customer requests for assistance in the Unified Communication Practice, predominantly focused on Microsoft Teams.

  • You will be responding to daily requests for support received via voice, e-mail, web or live calls; providing first line support for system down emergencies; triage of hardware, software, and network problems; and providing explanation of system capabilities to the customer.

  • Additionally, you will provide select application programming. The support issues can range from minor to complex in nature.

  • It is critical you collaborate with other departments within Avtex and with Microsoft reps on a regular basis

During a Typical Day, You’ll

  • Support our clients' Skype for Business / Microsoft Teams environments and troubleshoot issues to resolution.

  • Understand network requirements for voice, video and data; integrating voicemail and Microsoft Exchange email systems

  • Support dial plans in the converged network

  • Support integrations of systems with Skype for Business /Teams and unified messaging infrastructure, including working with associated teams such as network, security and devices

  • Assess customer needs, translate into tech requirements and make configuration recommendations

  • Manage and administer client videoconferencing and AV systems

  • Collect usage statistics and repair logs via the ticketing process

  • Monitor and respond to system errors

  • Provide complete and thorough documentation via our internal ticketing process to ensure each issue has accurate tracking from problem reporting to problem resolution

  • Initiate billing processes as required

  • Understand system hardware/software to be able to identify problems and provide a remedy

  • Work closely with Field Engineers, internal and external stakeholders, and our partners

  • After hours work may be required and participation in an on-call rotation (1 week at a time) required

What You Bring to the Role

  • High school diploma

  • 1 year of experience in a Unified Communications role supporting and/or troubleshooting Microsoft Skype for Business / Microsoft Teams (online and on premise)

  • Working knowledge of Active Directory, Exchange, Enterprise Voice, IP Phones, VOIP, SIP, Gateways, Office 365, and Unified Messaging

  • Understanding of data communication technologies, trends and issues to analyze sophisticated enterprise-wide communications systems design

  • Basic experience with integrations, networking and reporting tools

  • Microsoft Teams and direct routing experience required

  • Ribbon SBCs, AudioCodes Voice Gateways and SBCs required

  • Programming in PowerShell scripting a plus

What You Can Expect

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following:

  • Medical, dental, and vision

  • Tax-advantaged health care accounts

  • Financial and income protection benefits

  • Paid time off (PTO) and wellness time off

About Avtex, a TTEC Digital Company

At Avtex, a TTEC Digital Company, we’ve worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and building an enviable culture. In short, we want our employee experience to inspire people. We are passionate about building and sustaining an inclusive and equitable working environment. We encourage all individuals who believe they have the skills and drive necessary to succeed in this position to apply.

In March of 2021, Avtex was acquired by TTEC. The acquisition is aligned to TTEC’s continued focus on driving organic growth through the omnichannel enablement of the most innovative and disruptive brands in the digital economy.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don’t take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.

#LI-JF1

#LI-Remote

Notice to external Recruiters and Recruitment Agencies : TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC , and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC .

Employment Requirements : TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Job: Information Technology

Title: Unified Communications Support Engineer

Location: MN-Minneapolis

Requisition ID: 039ZS

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