Job Summary

As a Level 2 EUC Engineer within Technology Services Delivery Group (TSG), you will be responsible for the operations, maintenance, and support of voice, unified communications collaboration platform and video conferencing infrastructure. You are to support end-user setup (devices and pro, asset management and all infrastructure related to collaboration and telephony, while minimizing downtime for various collaboration services. You will interface daily with different tech teams across the firm - IT Operations, Cybersecurity and Network - to manage capacity planning, develop standards and best practices and improve documentation across our global UC infrastructure.

Responsibilities

- Perform daily health checks, monitoring and maintenance of unified communications and collaboration platforms (IPC NTR, Cisco NTR, MS Teams and Webex)
- Troubleshoot and resolve technical issues, including escalation to approved vendors, ensuring service availability within defined service level agreement
- Manage user provisioning, configuration, and access controls across unified communications and collaboration platforms
- Create and maintain system documentation, runbooks and operational procedures
- Utilize monitoring tools to track performance, availability, and usage metrics
- Generate regular reports on system performance (capacity and utilization), patching status against compliance standards
- Evaluate, test and implement technical change requests to fix, patch, or upgrade the services
- Investigate and resolve escalated issues from Level 1 support related to voice, video conferencing, messaging, and collaboration tools
- Perform root cause analysis and implement long-term fixes for recurring issues
- Manage requests (service requests, change requests) within established SLAs
- Collaborate with global teams,



vendors and internal stakeholders to ensure service alignment
- Support onboarding and training initiatives related to unified communications and collaboration tools
- Ensure systems comply with security policies and standards and regulatory requirements
- Support audit and compliance activities
- Maintain accurate documentation of configurations, changes, and troubleshooting steps
- Assist remotely in the execution of UC-related projects such as office moves, system migrations, or recent feature rollouts

Requirements

- At least 5 years of experience in supporting and managing unified communications and collaboration platforms such as Cisco CUCM, Nice Recording, Webex, Microsoft Teams, and IPC
- Experience with user management, configuration, and access control for communication systems
- Ability to maintain clear documentation and generate performance and compliance reports
- Proficient in handling ITSM processes including incident, change, and problem management
- Collaborative mindset with excellent communication skills to work effectively within global teams, vendors, and stakeholders
- Strong problem-solving skills with a proactive and customer-oriented approach
- Knowledge of security standards and compliance requirements related to communication platforms
- Experience in supporting training, audit, and compliance activities
- Adaptability to work in fast-paced environments and respond promptly to urgent issues
- Commitment to continuous learning and staying updated with emerging technologies in unified communications
- Relevant tertiary qualifications, preferably in Information and Communications Technology fields

Qualifications

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