Unified Communications Engineer

2nd Line Support Engineer | Unified Communications Engineer | Newport | £30,000 – £35,000

A leading managed service provider based near Newport is looking for a skilled 2nd Line Support Engineer with a strong background in Unified Communications (UC) and networking to join their growing team. This is a great opportunity to work in a high-performing tech environment with exposure to modern UC platforms and complex infrastructure projects.

Job Description

In this role, you’ll support and maintain client UC solutions while collaborating with vendors and internal teams to ensure seamless communication systems across client sites. You’ll also get involved in migrations, system upgrades, and other UC transformation initiatives.

Key Responsibilities

Provide 2nd line support across multiple UC platforms, with a focus on Microsoft Teams, Cisco, Avaya, and Zoom

Collaborate with third-party vendors to manage escalations and implement system enhancements

Monitor UC system performance and drive proactive improvements

Troubleshoot and resolve VoIP, connectivity, and network-related issues across customer environments

Maintain up-to-date and accurate technical documentation and infrastructure diagrams

Assist with UC upgrades, integrations, and offer technical input on migration and transformation projects

Essential Skills & Experience

Previous experience in a UC or telecoms support role

Strong understanding of VoIP protocols (SIP, RTP), PBX systems, and cloud-based UC solutions

Familiarity with SBCs, managed Wi-Fi, and enterprise networking (QoS, VLANs, firewalls)

Excellent troubleshooting skills and a methodical approach to problem resolution

Clear communication skills, both written and verbal

Benefits

Work in a fast-paced, technology-driven environment with modern UC tools

Company car/vehicle

Comprehensive training and development pathways

Free parking and flexible hybrid working options

29 days of annual leave including BH

2nd Line Support Engineer | Unified Communications Engineer | Newport | £30,000 – £35,000

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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