Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support and manage Microsoft Teams environments for clients, ensuring top-notch service delivery.
- Company: Join a dynamic tech company focused on innovative communication solutions.
- Benefits: Enjoy private healthcare, life assurance, and discounts for you and your family.
- Why this job: Be part of a passionate team making a real impact in the tech world.
- Qualifications: 2+ years in Microsoft Teams support and strong problem-solving skills required.
- Other info: Flexible working hours and opportunities for professional growth await you.
The predicted salary is between 36000 - 60000 £ per year.
About us Charterhouse Group is a UK based, PE backed, value-added reseller providing a wide range of technology solutions across the Unified Communications, Cyber Security, LAN and Microsoft Teams spaces. The Group operates under two brands, Charterhouse Integrated Solutions and Symity.
Our Vision: Passionate people always trusted by our customers to deliver the right technology solution.
Our Mission: Making it easy for our customers to connect, communicate and collaborate securely.
Our Values:
- Be Yourself – Be honest. Be authentic. Be the best you can be.
- Do the right thing – For you and your team. For the whole team. For the Customer. Always.
- Take responsibility/own it – Do what you say. Find a way. Make it happen.
- Love what you do – Bring Passion to work. Take pride in what you do. Enjoy winning.
The Department: Symity is a Microsoft Solutions Partner for Modern Work and Security and Microsoft FastTrack Ready Partner – where award-winning excellence meets innovation and end-to-end service. We are specialists dedicated to finding new and better ways of working and help companies stay ahead of the curve by adopting Microsoft’s AI solutions where possible.
The Customer Experience is at the core of our delivery in Service Operations. As a member of the Operational Support Team, you will be working with other L3 UC Engineers to monitor, manage and support our clients Teams, Direct Routing and UC environments for a portfolio of customers. The role requires teamwork to share knowledge within the team, supporting each other to improve effectiveness and efficiency.
The key purpose of the role will be to respond and communicate with client requests reactively and proactively, identifying issues using monitoring alerts both within our Response Service Level (SLA) and resolve them within our Resolution SLA to a high level of customer satisfaction. The role provides experience working in a team of experts, collaboration with cross functional teams, dedicated weekly self-development time with opportunities for on-site work, and staggered working shift times.
Duties and Responsibilities:
- Provide Incident, Request, Change and Problem Management support directly to our clients Service Desk teams.
- Take ownership of client’s incidents and requests, meeting SLA timelines for troubleshooting & resolution.
- Review monitoring and alerts to identify known errors, what needs suppression, and what needs an incident for investigation and resolution.
- Perform root cause analysis (RCA) for high priority Incidents and identified Problems /trends to reduce risk of repeat incidents.
- Provide technical input to develop Knowledge Articles, optimise processes and improve resolution time.
- Manage your own time effectively and efficiently, ensuring expectations are managed and communicated with clients and the internal team.
- Proactively keep others informed of your progress and escalate challenges or delays in a timely and professional manner.
- Build and develop strong relationships between Symity, our partners and our clients.
- Use Teams Call Quality Dashboard to analyse call quality and reliability to identify improvements that can be made.
- Attend regular incident reviews looking at the status of open tickets with other engineers, regular 1-2-1 meetings with line manager and team and client meetings.
- Occasionally providing planned on-site support for a client, where agreed in advance.
- Providing on call duties each month as part of a team rota.
Required Knowledge, Skills and Experience:
- Minimum of 2 years’ experience supporting Microsoft Teams within a Service Operations Support environment.
- Level 3 Knowledge in all core and 4 or more further of the following areas (ideally in a support role): Core MS Teams Direct Routing telephony, Teams Admin Centre for configuration and troubleshooting, Wireshark or other protocol analysers, PowerShell and basic scripting skills for configuration and troubleshooting.
- Demonstrable competence and capability in a L3 support role.
- Experience dealing with external customers delivering to SLAs.
- Excellent clear communication skills, both written and spoken English.
- Professional and positive outlook, self-motivated and self-sufficient.
- Diligent, with great attention to detail this includes ensuring high quality notes and updates on incidents, and clear suitable language to clients.
Desired Knowledge, Skills and Experience:
- MS 365 Certified Fundamentals (passed exam)
- Microsoft 365 Certified: Teams Administrator Associate accreditation (passed exam)
- Experience with Azure based service such as Log Analytics and Azure Workbooks and/or Audio Codes One Voice Operations Centre.
Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.
3rd Line UC Collaboration Engineer employer: Charterhouse Group
Contact Detail:
Charterhouse Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line UC Collaboration Engineer
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that dream job.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience with Microsoft Teams and UC environments. Share specific examples of how you've tackled challenges in the past.
✨Tip Number 3
Be proactive! If you see a company you're keen on, don’t wait for them to post a job. Reach out directly and express your interest. You never know, they might have something perfect for you just around the corner.
✨Tip Number 4
Keep learning! Stay updated on the latest trends in Unified Communications and Microsoft solutions. This not only boosts your knowledge but also shows potential employers that you're passionate about your field. Plus, check out our website for any openings!
We think you need these skills to ace 3rd Line UC Collaboration Engineer
Some tips for your application 🫡
Be Authentic: When you're writing your application, let your true self shine through. We want to see the real you, so don’t be afraid to show your personality and passion for technology!
Tailor Your Application: Make sure to customise your application to highlight your experience with Microsoft Teams and other relevant technologies. Show us how your skills align with what we're looking for in a 3rd Line UC Collaboration Engineer.
Keep It Clear and Concise: We appreciate clarity! Use straightforward language and get to the point. Highlight your key achievements and experiences without rambling on – we want to know what makes you the best fit for our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Charterhouse Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Teams and Direct Routing. Be ready to discuss your experience with troubleshooting and configuration, as well as any specific tools like Wireshark or PowerShell that you've used in past roles.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled high-priority incidents in the past. Think about specific challenges you faced, the steps you took to resolve them, and the outcomes. This will demonstrate your critical thinking and ability to work under pressure.
✨Emphasise Teamwork and Communication
Since this role involves collaboration with other engineers and clients, be ready to talk about your experiences working in a team. Highlight how you’ve shared knowledge, supported colleagues, and communicated effectively to ensure customer satisfaction.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, such as a critical incident or a challenging client request. Practise articulating your thought process and decision-making skills, as this will show your proactive approach and ability to manage expectations.