IT Operations Unified Communications Engineer
Hamilton Forth
April 12, 2023
Industry and Commerce
Business Change and Digital Transformation
Salary Guide
£38,000 - £45,000
Scotland and UK


Hamilton Forth is delighted to be supporting a highly-established logistics and industrial services client to appoint an IT Operations Unified Communications Engineer. Based in the head office in Glasgow, the IT Operations Unified Communications Engineer will play an active role in supporting communication technologies across the growing business.

Purpose of Role:
  • Develop policies and standards for all communication technologies deployed across the organisation
  • Develop multi-year roadmap for the core elements of Unified Communications strategy (WAN, Wireless, Telephony, Chat, email and video conferencing)
  • Develop supplier relationships to support and deliver this roadmap
  • Provide professional Communications and Information Technology support and advice to the group
  • Engage all businesses to understand their use of communications technologies and identify gaps for further development
  • Second line support for Communications and Information Technology with a focus on the Unified Communications environment.
  • Assist the Service Desk and other support teams when required to ensure service level agreements are adhered and not breached.
  • Assist the Head of IT Operations with proposals for IT and Communications projects and upgrades.
  • Adhere to Service Level Agreements (SLA’s) and produce KPI’s for the team for reporting to senior management.
Duties & Responsibilities: 
  • Develop inventory, plans, policies and procedures for UC use across the organisation
  • Provide second line support in respect of Unified Communication, requirements & issues
  • Ensure the company is making best use of existing UC investments, including providing training.
  • To study and obtain the certification required for Unified Communications service excellence and compliance.
  • Become experts and be the focal point for the business in respect of Communication requirements & issues. Including but not limited to WAN, Wireless, Telephony, Chat, email and video conferencing.
  • Maintain documentation and manage a schedule of unified communication services used by the organisation, including but not limited to communications lines, telephony and video conference systems.
  • Assist with planning of network solutions, including failover and failback.
  • Assist with the management of the organisation's hosted telephony on Microsoft Teams, planning and on-boarding the group onto this platform.
  • Optimise the use of existing networking, VoIP systems, help identify and promote new network / telephony technologies, applications, and other solutions where these would work to the organisation's commercial advantage.
  • Assist with planning and managing the patching, upgrading, replacement, and testing of all infrastructure and systems.
  • Ensure compliance with IT/Communication/Security polices & procedures.
  • Liaise with the other IT support departments, so that you become and remain familiar with the technical architecture and management controls. Including adhering to security advisements.
  • Involve the other IT support departments as early as possible in implementation planning for  projects and proposals/requests to ensure transparency with project resourcing, infrastructure provisioning, service delivery, expected data volumes, backup/restore requirements, security etc.
  • Assist the IT Service Desk to ensure SLAs and working practices are adhered to.
  • For IT projects, collaborate with the Group IT Projects Manager and the Project Management Office. For other projects, assist the Head of IT Operations.
  • Reporting KPI’s to the key stakeholders relating to the network, VoIP and video conference environment.
If you believe this position would suit your experience and career ambitions, please apply at your earliest convenience.