2nd Line UC Engineer

2nd Line UC Engineer

Location: We are hybrid working, offering flexibility to work from home and in our Exeter office. You’re likely to be in the office 2 days a week.

Salary depends on experience

Our team needs to grow! We’re looking for a UC Engineer to provide 2nd line remote and onsite support to our client base.

What does the role involve?

  • Understanding unified communications and dealing with a range of client incidents
  • When required, being a point of contact for customers contacting the Service Desk, taking ownership of the incidents and resolving within contracted SLA
  • Assisting 1st line support technicians with troubleshooting and as an escalation point
  • Resolving or progressing proactive alerts within the contracted SLA
  • Working as a team
  • Promoting the Service Desk in providing a one-stop service support solution
  • Representing Nexus in a professional and helpful capacity with an excellent telephone manner or directly with customers
  • Managing and prioritising your workload
  • Remote support to our customers using both excellent verbal communication skills and remote management tools to provide excellent efficient support.
  • Onsite support to our existing customer base, representing Nexus is a positive manner and providing excellent efficient support.
  • Awareness of the importance of Information Security policies and processes applicable to our organisation and our ISO27001 Certification.

What do I need to succeed?

To succeed in this role, it is expected that you will possess:

  • The ability to provide an excellent customer experience
  • A solid foundation in Unified Communications specifically Skype for Business and Teams.
  • Network administration and SIP skills.
  • Good written and verbal communication skills
  • Be able to demonstrate sound communication skills using a variety of platforms

Essential skills and behaviours

  • Friendly, personable and approachable
  • Results driven, taking pride in achieving objectives
  • Excellent communication skills – being able to successfully explain sometimes complex instructions to customers who have a range of technical understanding
  • Ability to build relationships and rapport with customers
  • Understanding customers’ needs and requirements through effective questioning
  • Being able to identify areas of improvement and constructively highlight to the relevant persons
  • Ability to multitask and evaluate priorities
  • Being flexible and adaptable in completing a range of duties and tasks
  • Confident in obtaining the relevant information and detail that allows you to resolve support issues efficiently, providing our customers with great customer service.
  • Accurate recording of fault & resolution details is vital, you must be able to articulate technical detail in a manner that is suitable for the anticipated audience (Customer, Colleague, Manager)
  • Experienced in working within SLA environments, preferably an outsourced I.T helpdesk and therefore identifying customer needs and managing expectations within contractual commitments is essential.
  • Experience in supporting Skype for Business On Premise, Cloud and Teams
  • Experience in SIP trunk management
  • Confident and Competent in;
    • Remote support of PCs / End Users with a good telephone manner (Using remote management tools such as Teamviewer)
    • Microsoft Office 365 including Teams / Skype for Business administration and support.
    • Windows server administration, installing, configuring and troubleshooting Windows Server and accompanying roles such as Active Directory, DHCP, DNS, Exchange, Group Policy, SQL, RRAS.
    • Installation of updates and service packs on servers, workstations and other hardware infrastructure whilst assessing business impact and risks associated with carrying out such work.
    • Familiarity with SSL Certificates.
    • Networking administration and troubleshooting skills in switching, routers and firewalls (Draytek, Sonicwall, Cisco)
    • Administration of virtual server environments including provision of servers from template. (HyperV and VMware)
    • Backup solutions, strategies and restoring data. (Veeam)
  • The ability to
    • Work as part of a team, prioritise the workload, support calls, understand business impact and allocate / escalate calls if necessary
    • Identify presales opportunity and provide feedback to Nexus sales teams.
    • Represent Nexus as a short-term onsite engineer for customers, providing cover and assistance to a customer’s own IT department.
  • Competent in identifying opportunities to improve ways of working and proposing solutions.
  • For onsite work, a Full UK driving license is required and own car with Business Insurance.

Desirable skills and behaviours

  • Understanding and exposure to Session Border Controllers
  • Unified Communications (Skype and Teams)
  • Microsoft Exchange migration and deployment experience.
  • Microsoft System Center administration and support.
  • Microsoft Sharepoint administration and support.
  • Microsoft Office 365 migration and deployment experience.
  • Familiarity with SANs and accompanying technologies
  • Dell and other Nexus vendor accreditations.


Whilst practical experience is key, we also seek MCSE or MCSA certifications to evidence the ability and motivation to learn and deliver excellent IT support. By the end of your probationary period, we will expect you to work towards several vendor certifications.

Who will I be working for?

We’re Nexus Open Systems, one of the South West’s leading IT solutions & managed services companies. We operate throughout the UK, providing industry-leading services and solutions to over 1,600 customers spanning multiple sectors including education, enterprise, SMEs and local and central government.

IT is an ever-changing, fast-moving industry. Here at Nexus, we’re at the forefront as a Microsoft Gold Partner, in the top 1% of Microsoft partners worldwide. We have some of the most experienced engineers in the South West and choose to work with industry-leading technology & best-in-class partners.

Why should I work at Nexus?

We pride ourselves in being welcoming, dynamic and promoting a healthy work-life balance. As well as personalised Learning and Development schemes, we offer: 31 days’ holiday (including bank holidays) which increases with length of service – extra holiday on your birthday – instant reward and recognition scheme; earn gift cards for popular retailers – regular social and fundraising events – free Office 365 subscription and domain name – pool, table football and retro gaming areas in the office – cycle-to-work scheme and an enhanced pension scheme.

When and where will I be working?

We support our clients when they need it, so we ensure we are available from 8am to 6pm during the working week (Mon-Fri). We work a rota to ensure there’s sufficient people to cover this but try to be as flexible as possible.

Working hours: Full Time – 37.5 hours per week.

Location: We are hybrid working, offering flexibility to work from home and in our Exeter office. You’re likely to be in the office 2 days a week.

To apply please email your CV to careers@nexusos.co.uk.