Posted in Information Technology 25 days ago.
This job brought to you by Professional Diversity Network, Inc
Type: Full Time
Location: Research Triangle Park, North Carolina
SummaryAs a member of an international Unified Communications (UC) run team, ensure that the voice services are running optimally by proactively monitoring the service and investigating and troubleshooting potential issues before they occur and responding to customer tickets that have been escalated through our Service Center.Job DescriptionAs a member of an international Unified Communications run team, ensure that the voice services are running optimally by proactively monitoring the service and investigating and troubleshooting potential issues before they occur and responding to customer tickets that have been escalated through our Service Center
Liaise with dependent technology teams within I\u0026O operations that make up the Lync ecosystem (telecom, network, Active Directory, etc.)
Interact with Global Security and Patient Services for telephony.
Maintain highest quality for the Skype service.
Provide 3rd level technical Lync support and escalate to the MSP as appropriate.
Respond to escalated issues in a timely manner to meet SLA's.
Identify, troubleshoot, and resolve Skype issues.
Proactively identify and act on continuous improvement opportunities to reduce disruptions in service.
Support for the various services (eg Zeacom, PA, carriers, faxing) that are owned and supported by the UC run team.
Participate in Overseeing Skype Managed Service Providers, to ensure all service level expectations and are being met and the service is optimal.
Use various monitoring tools to proactively spot problem areas and avoid potential system issues.QualificationsStrong knowledge, experience, and understanding of Microsoft Lync 2013, Skype for Business, Skype for Business Online
5+ years of voice routing, voice gateways (preferably Sonus products), and enterprise PBX systems
Experience troubleshooting Skype client/server issues
Experience with identifying end-user experience enhancement opportunities
Strong analytical and problem solving skills
Excellent Organization Skills
Excellent written and verbal communication skills
Microsoft Skype certifications nice to haveEducationAn undergraduate degree in a relevant discipline is preferred, although a combination of education and relevant work experience will also be considered.All individuals deserve the right to achieve their full potential. Accordingly, our company welcomes all job applicants, and we strive to provide all employees with equal opportunity for advancement. We will not tolerate any form of discrimination or harassment based on an individual's sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information, or any other basis protected by local government agencies or law.As an employer of choice, we strive to:Provide attractive employment opportunities for diverse candidates at all levels and in all segments of our organizationPursue and maintain relationships with sources of diverse candidates, community organizations, and academic institutionsComply with both the letter and the spirit of all applicable laws and regulations relating to nondiscrimination and affirmative action in employmentVEVRAA Federal ContractorWe Request Priority Protected Veteran and Disabled Referrals for all of our locations