IT Service Delivery Specialist, Unified Communications

Helping create the services culture of the future! This is the vision of Synergyc. And if you are ready to move on and build a career in a forward-looking company, then let’s talk!

What are we looking for?

  • Act as primary Level 3 support; incidents, request fulfillment, problems and changes
  • Manage changes, new requirements of the solution(s)
  • Develop and maintain technical documentation in support of the solution(s)
  • Act as point of technical escalation for Level 2 issues/problems
  • Manage all global requests and changes to the solutions
  • Delivery and support of projects
  • Manage relationship with vendors and ensure you get the expected performance from them
  • Ensure support structure is on track collaborating with the Service Delivery Managers (KPIs)
  • Follow up issues and risks, and escalate in case of any relevant issues and risks on the functional and technical side, as well as project management side (workload constraints, conflicts, deliverable review and sign off delay from business, delivery delay from technical team, etc.)
  • Work closely with IT partners of others Service lines and mitigate cross-functional issues or highlight synergies
  • Participate in daily/weekly/monthly run meetings with service owner, service partners and regional peers regarding service operations
  • Maintain and report on daily, weekly, monthly, quarterly KPIs
  • Interface with service partners to ensure service is performing to contracts
  • Be the point of escalation for all service/solution issues
  • Continuous improvement of solutions and respective services to users
  • File changes in support of global solutions on behalf of service partners
  • Manage all regional changes/enhancement requests relative to service operations and in particular to services provided by the global service owner
  • Coordinate across regions on global solution projects
  • Review and validation of invoicing from service partners relative to SLAs and contract parameters
  • Collaborate with peers, technicians and service providers to harmonize the services and solutions

And if you meet the following criteria:

  • Minimum 3+ years of working experience in planning, designing, deploying, managing/troubleshooting telephony/video communications
  • University Degree in Computer Science, or any IT related discipline, or equivalent working experience
  • Minimum 2+ years managing 3rd party service providers
  • Proven track record in managing multiple large-scale system implementation projects
  • High level working knowledge of unified communications systems to address complex issues quickly
  • Working knowledge of Microsoft Unified Communications solutions; Microsoft Teams, Direct Routing, Telephone, Meetings, call routing, IVR, room solutions, etc.
  • Good understanding of various UC telco circuits (PRI, SIP)
  • Working knowledge of WAN/LAN networks (e.g. routers, switches, VLANS, etc.)
  • Working knowledge of protocols (G.711, G.722, G.729, SIP, H323)
  • IT Service Management/ITIL Foundations
  • Working knowledge of one of the following: MS Teams, Webex
  • Cloud Telephone
  • Video interop solutions (Pexip, Poly, BlueJeans)

Then you are the right candidate for this role!

We Offer You:

  • Additional health insurance
  • Food vouchers
  • Sport cards
  • Transport allowance
  • Home Office
  • Referral bonus program
  • Modern office with a stunning view
  • Charity & volunteer activities
  • Free drinks at the office
  • Max. file size: 20 MB.
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  • Max. file size: 20 MB.