Network Engineer UCC L3

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 Responsibiliti

• es
  Resolve complex UCC incidents across Microsoft Teams, Direct Routing, SIP/VoIP, and meeting room technolog
• iesExecute standard and complex UCC changes in line with governance and compliance requireme
• ntsMaintain and validate configuration baselines across Teams Voice, Direct Routing, and endpoi
• ntsMonitor and optimise service performance using CQD, analytics, and incident tre
• ndsAdminister UCC platforms including Teams, Exchange Online integration, and collaboration to
• olsCollaborate with Network, EUC, vendors, and service teams to resolve dependenc
• iesSupport major incident management and escalations across UCC servi
• cesDrive continuous service improvement and reduce recurring iss
• uesMaintain accurate documentation to support compliance and audit requireme
• ntsMentor L1/L2 engineers and improve escalation quality and knowledge shar
• ingEnsure all activities align with financial services regulatory framewo
• rksProvide input into service reporting, governance packs, and post-implementation revi

ews
Experience & Knowl

edge
Essen

• tial:
  Strong experience in UCC / unified communications support and oper
• ationsExperience supporting Microsoft Teams (including voice and collabor
• ation)Understanding of VoIP, SIP, call flows, and QoS depend
• enciesExperience with Direct Routing or Operator Connect enviro
• nmentsStrong troubleshooting skills across endpoints, networks, and user expe
• rienceExperience with ITIL processes (incident, change, problem manag
• ement)Familiarity with ServiceNow or similar ITSM
• toolsStrong communication skills in customer-facing enviro

nments
Des

• irable:
  Microsoft 365 or Teams certification (e.g.
• MS-700)Experience within managed services envi
• ronmentsExposure to Zoom, Webex, or multi-platform UC envi
• ronmentsKnowledge of compliant communications / call recording s
• olutionsBasic scripting/automation (Pow

erShell)

• 
  Benefits
  Pension with employer con
• tributionsPrivate
• healthcareDiscounted gym m
• emberships25–27 days holiday + bank holidays + bi
• rthday off24/7 wellbeing support + Team Claranet i