Full job descriptionThe 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 Responsibilities
*Resolve complex UCC incidents across Microsoft Teams, Direct Routing, SIP/VoIP, and meeting room technologies
*Execute standard and complex UCC changes in line with governance and compliance requirements
*Maintain and validate configuration baselines across Teams Voice, Direct Routing, and endpoints
*Monitor and optimise service performance using CQD, analytics, and incident trends
*Administer UCC platforms including Teams, Exchange Online integration, and collaboration tools
*Collaborate with Network, EUC, vendors, and service teams to resolve dependencies
*Support major incident management and escalations across UCC services
*Drive continuous service improvement and reduce recurring issues
*Maintain accurate documentation to support compliance and audit requirements
*Mentor L1/L2 engineers and improve escalation quality and knowledge sharing
*Ensure all activities align with financial services regulatory frameworks
*Provide input into service reporting, governance packs, and post-implementation reviews
Experience & Knowledge
Essential:
*Strong experience in UCC / unified communications support and operations
*Experience supporting Microsoft Teams (including voice and collaboration)
*Understanding of VoIP, SIP, call flows, and QoS dependencies
*Experience with Direct Routing or Operator Connect environments
*Strong troubleshooting skills across endpoints, networks, and user experience
*Experience with ITIL processes (incident, change, problem management)
*Familiarity with ServiceNow or similar ITSMtools
*Strong communication skills in customer-facing environments
Desirable:
*Microsoft 365 or Teams certification (e.g.MS-700)
*Experience within managed services environments
*Exposure to Zoom, Webex, or multi-platform UC environments
*Knowledge of compliant communications / call recording solutions
*Basic scripting/automation (PowerShell)
Benefits
*Pension with employer contributions
*Privatehealthcare
*Discounted gym memberships
*25–27 days holiday + bank holidays + birthday off
*24/7 wellbeing support + Team Claranet initiatives