EUC Telephony Engineer

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Evelyn Partners is a UK leader in wealth management, providing personalised, expert investment management and financial planning advice to support clients in embracing what’s next.

Our success hinges on our people and that\’s our secret for longevity. We are a team of passionate professionals and everything we do is guided by our purpose – placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them. We\’re here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals.

Job Description

Job Purpose

The EUC Telephony role is responsible for supporting both cloud and on-premise applications and services, as well as the strategic and operational delivery of our telephony and AV platforms. This includes leading investigations, identifying service requirements, and assisting with new projects. You will collaborate with the EUC Lead to ensure a quality-driven, Agile-inspired, proactive, and customer-oriented service that aligns with the strategic development of all Technology services. Your goal is to deliver a flexible, robust, scalable, and cost-effective IT infrastructure that provides stable services, empowers colleagues to enhance customer experiences, and supports our infrastructure\’s migration towards modern technologies to meet the future needs of all Evelyn Partners users. The role involves BAU support, project work, and identifying improvement and cost-saving opportunities. You will work closely with colleagues and wider DTS functions, leveraging your technical expertise to support, design, and execute project activities, as well as facilitate knowledge sharing and training.

Qualifications

Key Responsibilities

• M365 Support Provides day-to-day technical support of a range of M365 applications and services and developing roadmaps or backlogs for new M365 release features and services, and support the design, implementation, and delivery.
• EUC Responsibilities Including Configuration Manager, Intune, Defender, Windows 10/11, GPO, PowerShell scripting, AVM and AVD, application deployments and patching
• Escalation Management: Provide 3rd line escalation support for other support teams
• Strategy Development: Implements strategies for individual Cloud and on-premise services, working with other departments to ensure that the right products are selected. Identifies and addresses additional service requirements or service shortfalls, working with the delivery teams to address these when required.
• Security Management and Remediation: Work with Information Security Team to provide support with standardisation of security across Organisation, set standard for best practices across platform and remediate reported vulnerabilities
• Project Support: Works across Shared Services’ groups to directly assist in the delivery of new projects.
• Telephony Management: Oversee MS Teams administration, including team and user configuration, settings and policies, Auto Attendants, Call Queues, and Queues App.
• Device Support and Configuration: Support and configure devices, including MTRs and call routing for all existing sites. Conduct site visits to support project teams and assist with mergers and acquisitions (M&A) and office relocations.
• Call Recording Administration: Administer Numonix call recorder for call recording purposes.
• DDI Management: Manage over 6,000 Direct Dial-In (DDI) numbers, including ongoing efforts to reduce numbers with zero usage.
• Capacity and License Management: Manage capacity and licenses for Anywhere 365, MS Teams, and Audio Codes to ensure licenses and capacity for concurrent calls are not exceeded.
• Report Configuration: Provide reporting functionality, including concurrency reports and the use of Power BI.
• Anywhere 365 Support: Provide second-level support for Anywhere 365.
• Teams/SIP Trunks Support: Support Teams and SIP trunks.
• Firmware Updates: Update firmware for Teams admin agent, company portal, OEM agent, Teams clients, Intune security, Poly devices, including cameras, touch controls, and physical, shared area phones.

Skills, Experience & Qualifications

• Strong knowledge of MS Teams administration, including team and user configuration, settings and policies, Auto Attendants, Call Queues, and Queues App and licencing models.
• Experience in supporting and configuring devices, including MTRs and call routing for all existing sites, and supporting mergers and acquisitions (M&A) and office relocations.
• Proficiency in administering Audio Codes Smart Tap 360 call recorder for call recording purposes.
• Ability to manage over 6,000 Direct Dial-In (DDI) numbers, including efforts to reduce numbers with zero usage.
• Capacity and license management for Anywhere 365, MS Teams, and Audio Codes to ensure licenses and capacity for concurrent calls are not exceeded.
• Understanding of all the leading cloud providers with hands-on experience of configuring Microsoft 365 and Azure AD
• Strong understanding of Identity (AD, Azure AD, SSO, MFA)
• Design and configuration of Azure AD enrolment with Intune Policies
• Setting up Teams and SharePoint for internal users, enabling for external access and creation of template models
• Configuration and management of Teams Enterprise Voice features including integration with Poly video conferencing
• Assisting with SharePoint migrations to SharePoint Online and Teams
• Configuring Microsoft 365 settings and policies
• Configuring and Controlling OneDrive
• Experience of using PowerShell for automating tasks within M365 and developing reusable scripts
• Intune and SCCM configuration experience
• Managing and maintaining a strong security posture using Enterprise Security and Mobility Management
• Experience in hybrid structures and working with service partners, developing a ‘one-team’ mindset
• Experience with Microsoft Security solutions

Professional Qualifications and Education

• Microsoft 365 Certified: Teams Administrator Associate (MS-700)
• Administering System Center Configuration Manager and Cloud Services Integration (20703-1A and 20703-2A)

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