Unified Communications (UC) Support Consultant

Education Required:  A Bachelor’s degree in an appropriate discipline or an equivalent combination of education and related experience in technical training may also serve to meet these minimum requirements.

Experience Required:  Professional support experience (typically 5-7 years) with current varied technology collaboration services (Office 365, file sync & share, instant messaging, team messaging, file storage & collaboration, web/video conferencing, or similar technologies), and desktop client support and community engagement.

Required Qualifications:

• Knowledge of Skype for Business (or similar technology) tools. Managing response groups, provisioning new users, call detail records, cloud voice mail, and general trouble shooting methods.
• Proficiency with Microsoft Office productivity tools
• Experience leading or participating in technical medium-sized (8+ weeks in length) projects and teams
• Proven success at problem solving; transforming technical and business requirements into solutions
• Ability to communicate effectively, both verbally and in writing with all levels of management and project team members
• Excellent interpersonal, customer service, and teamwork skills
• Demonstrated ability to work independently with a strong focus on customer service
• Proven success in developing and delivering end-user support documentation
• Ability to work across organizational structure and build strong partnerships

Desirable Qualifications:

• Familiarity with writing requirements, documenting workflow, and other business process management activities
• Experience with communication hardware such as headsets, VoIP phones, conferencing systems, and management of these devices
• Familiarity with call center applications and support
• Familiarity with SBCs, analog gateways, call routing, and numbering plan management
• Experience with eFax services
• Experience collecting service metrics and reporting that tracks and demonstrates the impact of specific service objectives
• Experience with team messaging or chat tools (SfB, Teams, Slack or similar technology)
• Certification in Microsoft Office 365, OneDrive for Business, SharePoint, SfB, Teams, or Zoom

Application Process: All interested applicants must submit a resume and cover letter (under submission relevant materials) that clearly address how they meet the listed required and desired qualifications of this position. P&S positions are posted for a minimum of 14 calendar days. Successful candidates will be subject to a criminal background check and education verification. For questions or additional information, please contact Kim Kuebrich Yordi at kim-yordi@uiowa.edu.  Five professional references will be requested and required at a later step in the recruitment process.