UC Support Analyst

We have a client in Tampa that is looking to hire a UC Support Analyst on a contract basis.

Contract: currently budgeted for at least 1 year

Location: New Tampa/Temple Terrace area

Environment: 4 day in the office and 1 day WFH a week

Pay: $25-$28 an hour depending on experience

Required Experience & Skills

• 4–6 years of hands-on experience performing the duties and responsibilities of this role or a closely related technology support position.
• Strong experience supporting Unified Communications technologies, including:
• Microsoft Teams Calling and Meetings
• UC and Contact Center systems
• Cisco CUCM, Cisco Unity, Cisco TelePresence
• Cisco Webex Meetings and Cisco Jabber
• Apple iPhones and mobile device integration
• Working knowledge of Cisco router and switch installations.
• Solid understanding of IP networking concepts and routing protocols (e.g., OSPF, BGP) to assist with the installation and configuration of Cisco network equipment.

Key Responsibilities

• UC Systems Support: Provide high-quality customer service and technical support to company business partners for Unified Communications systems and applications. Manage assigned service request and incident tickets in accordance with established service level agreements (SLAs). Perform troubleshooting, issue resolution, and escalation as needed to ensure timely restoration of service.
• Mobile Device Management: Process orders and changes for mobile devices, accessories, and service plans for company business partners, ensuring accuracy and timely fulfillment.
• Documentation & Standards: Create, maintain, and update documentation, best practices, standards, policies, and procedures to support the performance, availability, reliability, security, and integrity of all UC systems.
• Training & Enablement: Develop and maintain training materials to support company business partners and reinforce effective use collaboration and communication systems.