Tech Support Engineer
Colombo
IT /
Full Time /
Remote
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’s
- Work 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:
- Experience
- Bachelor’s degree in technology or a related field.
- Minimum 2–4 years of experience, preferably in the Australian telecommunications industry.
- Skills
- Strong 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:
- Passionate
- Open minded
- Highly collaborative
- Able to work autonomously and within a team
