Nexon's Unified Communications as a Service (UCaaS) offering is growing rapid. We bring together telephony, video conferencing, contact centre and related services, integrated with our customers' business processes. We deliver telephony both as traditional on-premise systems and as a cloud service, so customers can adopt unified communications on their terms.
As an Operational Engineer, you'll keep these services running smoothly for our customers. You'll join our Communications Operations team, which also manages SIP communications, carrier aggregation and related UC platforms. You'll work alongside multi-disciplined peers across our offices nationally, with a clear path for career growth.
You'll work closely with the team to manage BAU demand and build strong relationships with vendors and internal sub-teams to keep solutions performing. You'll also help manage escalations to third-party vendors and providers, along with follow‐up and product planning.
What you'll do
Monitor support ticket queues and resolve incidents, problems and service requests within SLA
Install system hardware, including physical servers and gateways
Maintain system operational status, including ongoing patching and testing
Monitor and troubleshoot system performance, liaising with third‐party providers as needed
Escalate to vendor L3 engineers where required
Deliver a high standard of customer service to keep client services running
Create help sheets and knowledge base articles for internal teams and end users
Travel to customer sites for maintenance and installation work
Join the Communications team's after‐hours on‐call roster, coordinating responses to system alerts and customer escalations
Complete tasks assigned by your Manager and Project Team to agreed standards, flagging issues promptly
What you'll bring
Experience with one or more of: NEC, Avaya, Alcatel, Mitel, Samsung, Panasonic or Cisco
TCP/IP networking skills, including QoS requirements for SIP telephony
Demonstrated experience programming systems to customer requirements
An understanding of the service provider operating model
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