Unified Communication (Collaboration) Team Leader

Posted 23 January by Search 4 Technology Ltd

The Unified Communication (Collaboration) Team Leader is responsible for leading team of 2nd line Support Engineers and associated First Line Engineers and Apprentices. The role is primarily to be the Technical Team Lead whilst supporting customers via telephone and email in order to diagnose and fix service affecting issues. The role is also responsible for the completeness and accuracy of the Shift and On-Call patterns and general wellbeing of the functional team along with other team leadership duties.

KEY RESPONSIBILITIES

  • Leadership: be seen as a Leader of people and technology within the Unified Comms Team, by your actions
  • CSIP: proactively involve, influence and measure Continual Service Improvements for targeted Customers
  • Problem Management: create and manage Problem Management processes within the Unified Comms team
  • Service Delivery Management: Build and maintain 'customer-like’ relationships with Service Delivery Managers
  • Technical Escalation: Be a technical escalation point for the Unified Comms Team
  • Transition: Assist projects and new customers into live operations
  • Training: Suggest and document training and support requirements of Unified Comms Engineers
  • Managed Services: Understand the detail of the Managed Services being supported

ACCREDITATIONS/CERTIFICATIONS

  • CCNA - Collaboration Certifications (Mandatory)
  • CCNA - Security (Desirable)
  • CCNA - Routing & Switching (Desirable)
  • CCIE - Collaboration (Desirable & Working Towards)
  • CCIE - Security (Desirable)

Required skills

  • CISCO
  • Collaboration
  • CCIE
  • CCNA

Reference: 34300884

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