Job Description

Posted 2 weeks ago

The Role

The Network Engineer – L3 (UCC) provides advanced operational support, configuration management, and performance optimisation across unified communications platforms for financial services clients.

This is a hands-on, client-facing role focused on resolving complex incidents, executing controlled changes, and maintaining high-performing, secure UCC environments. You will play a key role in improving service quality, ensuring compliance, and supporting continuous service improvement in a regulated environment.

Key Responsibilities

* Resolve complex UCC incidents across Microsoft Teams, Direct Routing, SIP/VoIP, and meeting room technologies

* Execute standard and complex UCC changes in line with governance and compliance requirements

* Maintain and validate configuration baselines across Teams Voice, Direct Routing, and endpoints

* Monitor and optimise service performance using CQD, analytics, and incident trends

* Administer UCC platforms including Teams, Exchange Online integration, and collaboration tools

* Collaborate with Network, EUC, vendors, and service teams to resolve dependencies

* Support major incident management and escalations across UCC services

* Drive continuous service improvement and reduce recurring issues

* Maintain accurate documentation to support compliance and audit requirements

* Mentor L1/L2 engineers and improve escalation quality and knowledge sharing

* Ensure all activities align with financial services regulatory frameworks

* Provide input into service reporting, governance packs, and post-implementation reviews

Experience & Knowledge

Essential:

* Strong experience in UCC / unified communications support and operations

* Experience supporting Microsoft Teams (including voice and collaboration)

* Understanding of VoIP, SIP, call flows, and QoS dependencies

* Experience with Direct Routing or Operator Connect environments

* Strong troubleshooting skills across endpoints, networks, and user experience

* Experience with ITIL processes (incident, change, problem management)

* Familiarity with ServiceNow or similar ITSM tools

* Strong communication skills in customer-facing environments

Desirable:

* Microsoft 365 or Teams certification (e.g. MS-700)

* Experience within managed services environments

* Exposure to Zoom, Webex, or multi-platform UC environments

* Knowledge of compliant communications / call recording solutions

* Basic scripting/automation (PowerShell)

Benefits

* Pension with employer contributions

* Private healthcare

* Discounted gym memberships

* 25–27 days holiday + bank holidays + birthday off

* 24/7 wellbeing support + Team Claranet initiatives