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Unified Communications and Messaging Engineer

Unified Communications and Messaging Engineer
NY, New York

Job Description

Role: Unified Communications and Messaging Engineer

Location: Midtown, NYC 

Type: Fulltime/ Perm

Industry: Law Firm 

Must Have:

  • Good level of experience administering, maintaining and supporting:
    • Skype for Business Server 2015 inc. Enterprise Voice
    • Microsoft Exchange 2010-2016 inc. hybrid;
    • Microsoft Office 365;
    • Microsoft Certified IP-PBX gateways, e.g. Sonus, Audiocodes
  • Understanding of Real-Time Communication Protocols, e.g. SIP
  • Skype for Business Edge Services implementation for external or mobile client access and Federation


Operating, maintaining and constantly improving the firm's unified communications  systems, messaging and other related applications whilst balancing the dynamic forces of change and stability in the context of a ‘DevOps’ like operating model.


Key responsibilities and deliverables


  • Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work. Implements agreed changes and maintenance routines. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers;
  • Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures;
  • Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change;
  • Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation;
  • Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to modify demand for a particular resource or service;
  • Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures;
  • Engages with project management to confirm that products developed meet the acceptance criteria and are to the required standard. Feeds into change management processes;
  • Ensures system configuration information is complete, current and accurate;
  • Liaises with third-party support services;
  • Contributes to the availability management process. Analyses service and component availability,  reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures;
  • Maintains/updates Knowledge Base articles owned by the team whenever reviews are required;
  • Works on a team on-call rota for business critical applications and on a rotating shift schedule.



  • Strong networking knowledge – TCP/IP, DHCP, DNS;
  • MS SQL knowledge;
  • Working knowledge of Server Performance Monitoring and Analysis of Windows environments;
  • Knowledge of Microsoft and other antivirus products;
  • Administration and Support of Microsoft Certified End Points
  • Exposure to Azure;
  • Experience of AV API usage;
  • Experience of AD and Directory Services.
  • Knowledge/understanding of Microsoft InTune
  • BlackBerry UEM infrastructure;
  • Symantec Enterprise Vault;
  • ProofPoint Enterprise Protection;
  • Symantec PGP;
  • Experience of Symantec Cloud/Internet Gateway.


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