Unified Communications Engineer - Voice

05th March, 2024

Why work for Brennan?
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian-owned systems integrator in Australia.
Brennan IT benefits include:

• Opportunity for rapid growth in technical skills
• $5K technical certification bonus per annum ($1K per Cert)
• A strong culture underpinned by values that are truly lived every day
• Flexible working environment
• Team of knowledgeable people to work with
• Amazing recognition programs - monthly culture awards, an all-expenses paid international trip and gift vouchers
• A focus on health and well-being with social clubs, sporting teams, team lunches, and more!
• Discounted IT hardware and software products

The Role:
As a key member of the service delivery team, you will be providing L1 to L2 UC support to a large Unified Communications client. This position will require you to work on-site at client's office.
This role requires strong knowledge and experience in configuring and ongoing management, troubleshooting a range of technologies including Polycom VC, Logitech VC, Cisco VC Room Systems, Control Panels, Screen Beams, Cisco Call Manger, Unity, Expressway. Experience in providing First level support is essential. You will be accountable for service outcomes, including adds, moves & changes, identifying and fixing faults and spotting trends.
You will be responsible for:

• Ticket handling and ensuring SLA’s are met
• Working with 3rd parties to complete non-Brennan supported UC products.
• Ensure adherence to our Service Delivery policies, processes and procedures

Key skills required:
To succeed in this role, you will have the following experience and competencies:

• Minimum of 3 years UC support experience with technologies such as Polycom, Cisco PBX, Audio-Visual and Conferencing equipment and general routing and switching of LAN and WAN knowledge.
• SIP trunk knowledge and experience
• A desire to assist people with their UC issues.
• Experience working within a ticket system. Understanding Response SLA, Resolution SLA, Utilisation targets
• Experience in Microsoft Teams admin centre and Ribbon SBC
• Experience in CUCM, QCCX, Expressway
• General knowledge of Microsoft Windows and Office 365 products, basic configuration, control panel
• Passion for customer service and ability to work autonomously.

The following Competencies and Experience would be an advantage in this role;

• Project implementation of new Cisco CM, Video Conference Deployment/ MTR.
• Proven ability to influence key decision makers
• Teams Certified
• Working knowledge of ITSM service delivery concepts
• Exposure to Telecommunications concepts (Data/Voice)

Note: As part of our hiring process, you will be required to undertake a National Criminal History Check.

Brennan IT is an equal opportunity employer.