Technical Support Engineering Analyst I - Unified Communications & Project Administration
Overview
Support unified communications and voice technologies while coordinating UC&C project activities. Provide technical support for Microsoft Teams, VoIP systems, and video conferencing platforms, while managing project documentation, schedules, and stakeholder communication for UC deployments.
Key Responsibilities
- Provide first-level support for UC platforms (Microsoft Teams, Zoom, Webex, VoIP/PBX systems)
- Troubleshoot voice quality, video conferencing, and collaboration platform issues
- Configure user accounts, phone systems, dial plans, voicemail, and call routing
- Manage UC project documentation, schedules, status reports, and deliverable tracking
- Coordinate cross-functional meetings with IT teams, vendors, and stakeholders
- Support UC deployments including phone system cutovers, Teams migrations, and room installations
- Execute testing for voice quality, call routing, and E911 functionality
- Coordinate procurement of UC equipment and manage vendor relationships
- Develop user communications, training materials, and adoption resources
- Maintain configuration management database and system documentation
- Complete audits for UC and voice related billing and systems
- Generate reports on UC utilization, call quality metrics, and project performance
Qualifications
Required:
- Associate or Bachelor's degree in Telecommunications, IT, or Project Management (or equivalent experience)
- 0-2 years in unified communications support, voice systems, or IT project coordination
- Knowledge of VoIP technologies and Microsoft Teams
- Knowledge of SIP, RTP, voice networking, and telephony concepts
- Proficiency with project management tools (Microsoft Project, SharePoint)
- Strong organizational and communication skills
Preferred:
- Microsoft 365 Certified: Teams Administrator Associate
- CompTIA Network+, ITIL Foundation, or CAPM
- Experience with enterprise UC deployments and contact center technologies
- Knowledge of UC monitoring tools and audiovisual systems
Working Conditions
Standard business hours with regular evening/weekend work during deployments and maintenance windows.
