About
Candidates will be required to install equipment and software and handle incidents and requests for help
Qualification
The qualification will allow candidates to provide customers (internal or external) with a specialist technical service to set them up on unified communications systems and to resolve problems when they arise.
Entry Requirements
Selection criteria might include GCSEs, A levels, a level 2 apprenticeship or other relevant qualifications, relevant experience and/or an aptitude test with a focus on functional maths.
The primary responsibility of a Unified Communications Trouble Shooter is to provide customers (internal or external) with a specialist technical service to set them up on unified communications systems and to resolve problems when they arise. This service can be delivered face-to-face, on the ‘phone or online. They are required to install equipment and software and handle incidents and requests for help, including providing fault diagnostic across a broad range of unified communications technologies in accordance with business service level agreements.
  • Unified Communications Desk Engineer
 
  • Unified Communications Field Engineer
 
  • Data Field Engineer
 
  • Voice Field Engineer
 
  • Microsoft Support Field Engineer
 
  • Microsoft Consultant
  • Understands server administration principles including storage, print services, group policy, availability, load balancing, failover clustering, back-up and disaster recovery
 
  • Understands the server and client architecture, features, deployment process and troubleshooting tools for client software and applications
 
  • Understands security principles including software, access such as VPN, encryption and auditing
 
  • Understands network fundamentals including network components and internet protocols
 
  • Understands network services solutions including cloud services, SIP (Session Initiation Protocol), internet connectivity, mobility, fixed lines and hosted solutions
 
  • Understands domain services including administration, user and service accounts and group policy
 
  • Understands voice solutions and can identify the components of such a solution, the features, the deployment process and troubleshooting tools and techniques
 
  • Understands data solutions (LAN/WAN/WLAN), the differences between the different technologies and how the components form part of a solution
  • Configure and troubleshoot voice solutions including hardware and software failures
 
  • Install, configure and troubleshoot Data solutions including switches and access points
 
  • Install, configure and troubleshoot Network Services solutions including line faults and internet speed problems
 
  • Configures and maintains a domain service including assigning services, deploying software and applying updates
 
  • Configures and maintains a network including selecting appropriate network components and applying networking fundamentals
 
  • Configures and maintains security principles covering software, access, encryption and auditing
 
  • Configures and maintains servers including storage, print services, group policy and updates
 
  • Configures and maintains client software, including managing user profiles and troubleshooting user issues