Unified Communications Systems Analyst

SUMMARY:
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POSITION INFO:
Requirements: National Senior Certificate \/ Matric. Up to 4 years of experience in Information Technology. Microsoft Certified Systems Engineer (MCSE) or Equivalent Certification. Microsoft 365 Certified: Teams Administrator Associate Certification. Microsoft 365 Certified: Teams Voice Engineer Expert Certification. Microsoft 365 Certified: Modern Desktop Administrator Associate Certification is preferred. Experience supporting video conferencing solutions. Experience in networking. Experience in end-user support. Responsibilities: Provide technical support by proactively identifying, investigating and resolving client incidents and problems. Oversee VCAV team operations, operational improvements, practices and quality assurance. Manage support tickets ranging from low to high complexity in accordance with agreed service-level agreements (SLAs). Ensure assigned infrastructure is configured, installed, tested and operational; perform checks, use monitoring tools and respond to alerts. Identify and log incidents and errors promptly, assist with assigning and escalating support calls, and investigate third-line support issues to determine root causes. Escalate issues to third-party vendors where necessary. Provide onsite technical support and field engineering services to clients. Conduct monthly sample reviews of incidents and service requests, analysing findings and recommending service quality improvements. Provide ongoing feedback to clients and affected parties, updating relevant systems and portals. Identify opportunities to optimise workflows and automate tasks.