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Job description

The Team

The Skype for Business Technical Specialist is responsible for the support and development of Norton Rose Fulbright LLP's voice and unified communications infrastructure. The team is part of our third-line services at Norton Rose Fulbright and as such, can come under considerable pressure to complete tasks to tight time scales. Ours is a 24 hour a day operation and candidates will need to be flexible and able to work out of hours as required and provide out of hours support as per on-call rota. As well as working across our UK-based locations, International travel may be required for project delivery.

The Role

The Skype for Business Technical Specialist reports to the EMEA Network Manager

The role will involve but is not limited to:

Support [Typically 80%]
  • Providing 3rd line support for the production services by addressing live issues that require a configuration change or which the higher level support teams have been unable to resolve.
  • Building good working relationships with the Service Delivery, infrastructure support and Business Support teams.
  • Maintain appropriate support documentation and ensure training plans are in place with an adequate breadth of knowledge with the team to enable full supportability.
  • Must be a hands on and proactive person who is able to work with minimum supervision
  • Ability to work with and manage 3rd...

Before you apply, we encourage you to learn more about Norton Rose Fulbright

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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  • Ability to work with and manage 3rd party infrastructure support vendors
  • Any other reasonable duties requested by the EMEA Network Manager.
  • Be willing to be on-call and work on a rotational basis

Delivery [Typically 20%]
  • Deliver solutions in adherence to the EMEA infrastructure delivery programme and conforming to NRF's project methodology
  • Keep abreast of market trends and product capabilities by conducting regular reviews with vendors: Cisco, Microsoft, Polycom
  • Management of business requirements and maintenance of product roadmaps..
  • Creation of technical documentation and provision of education/knowledge transfer for IT and Level 1 and 2 teams.
  • In co-operation with the Security team, implement and maintain data security best practices in voice and unified communications solutions.

Skills and Experience Required
  • Experience in implementing and supporting IP telephony solutions (Cisco Call Manager, Skype for Business, Lync) in a similar size organization
  • Strong technical knowledge of PBX, voice mail, interactive voice services, call management systems, and voice gateways.
  • Experience of centrally managed Video Conferencing systems - ideally with HD VC capabilities and Skype for Business.
  • Assist the Enterprise Architecture team in the design and integration of unified communications solutions.
  • Work with Solution Architects and project teams to ensure understanding of solutions
  • Integrate these systems with enterprise LANs, WANs, wireless LANs, and Internet-based services and protocols.
  • Assist in developing, implementing, and maintaining policies, procedures, and training plans for telecommunication system's appropriate use
  • Integrate these systems with Business applications to enhance business functionality
  • Perform analysis, diagnosis, and resolution of telecommunications problems for end users; recommend and implement corrective solutions

Demonstrate experience and competence in the following areas
  • Proven experience working in similar roles
  • Experience in working across separate legal entities with region specific requirements whilst maintaining a global view.
  • Conformance with internal change control processes and other relevant standards and procedures.
  • Being part of the team to deliver and explore additional sources and uses for document management solutions in Norton Rose Fulbright.
  • Must be a team participant who is able to communicate effectively and have a methodical approach to troubleshooting
  • Ability to understand technical concepts and develop solutions within established standards
  • Microsoft Skype for Business and Sonus are preferred qualifications for this role
  • Ability to understand the business processes and commercial concepts to interact with business stakeholders and service providers at a peer level
  • Aptitude for problem solving, attention to detail and good documentation skills
Job Sector
Job Position
Technical Support
London, UK Show on map
Post date
Closing date

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