About The Role

A senior technical operations role at the Expert level within the Microsoft Centre of Excellence, with a specialisation in UC/Skype for Business Customer solution delivery and 3rd Line support to operational teams within the Enterprise Service Desk.

To play a contributing role in the delivery of GCIs aims and objectives, including the participation and promotion of partnership, working with other internal teams and 3rd parties in the provision of services.

To contribute to the achievement of high standards of performance against Corporate and function specific performance indicators, coaching other members within the Microsoft Centre of Excellence to achieve the same high standards.

Key Responsibilities

The Senior UC Engineer is an expert level technical role. Deep technical understanding of the MS Collaboration Suite and underlying infrastructure enabling them to manage more complex and sensitive solution deliveries. Exceptional performance against agreed Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), Service Level Agreements (SLAs) and Service Level Targets (SLTs). Coaching and mentoring of more junior and/or less experienced members of the function.

Delivery – Deployment of complex, bespoke and strategically important Microsoft based solutions for new and existing customers. A particular specialisation in UC/SfB solutions and their underlying infrastructure.

Support – Support for hosted and on premise Lync/SfB customer and internal solutions, advanced troubleshooting of issues. Provides a point of escalation for support engineers.

Stakeholder Management – Significant engagement with Customers throughout the delivery process, working with and under the direction of the GCI project manager to provide technical documentation and progress reports.

Commercial Awareness –Balances technical possibility with operational supportability and the financial impact of the decisions they make to the P&L of Customer solutions, their department and GCI as a whole.

Operational Contributor – Demonstrates collaboration with peers and senior leaders, a passion for change, and contribute towards the accomplish of them. Effectively manage your priorities to meet the demands of the business.

Process Adherence – Compliance with the current processes and work procedures within their functional areas. Provide support and subject matter expertise in re-engineering processes and their effective implementation.

Learning & Development – Coach team members to ensure that the knowledge, understanding and importance of operational structure, processes, and information systems compliance is clearly understood and bought into by more junior and/or less experienced members of their function.

Personal Skills

Technical Competence:

  • Extensive hands-on knowledge of the Microsoft collaboration suite, including but not limited to Lync/Skype for Business, Office 365 and Exchange in both on-premise and hosted/cloud environments.
  • Hands on knowledge of SharePoint and MS Dynamics as a service would be preferable, but are not essential.
  • Hands on knowledge of SharePoint and MS Dynamics as a service would be preferable, but are not essential.
  • Knowledge of underlying infrastructure, including but not limited to Cloud IaaS, Virtualisation, VMware, Hyper-V, Storage and Backup solutions, Windows Server OS, LAN/WAN/WLAN, Firewall and VPN technologies.
  • Microsoft MCSE or VMware VCP would be preferable but are not essential. Extensive demonstrable experience of the provision of these solutions/services with in a Service Provider environment is essential.


Problem Analysis

  • Troubleshooting of complex technical problems in the related technical competence areas.
  • Identification of root cause and contribution to technical and operational corrective actions.


Business Partnering

  • Able to develop and maintain effective relationships with stakeholders within the business at peer and management levels.


Influencing and Negotiating

  • Able to present ideas and facts in a convincing way, gaining commitment and support.
  • Influences others and is able to change opinions and influence the outcome of decisions.
  • Strong persuasive skills and the ability to share a common goal, gaining buy in and commitment from peers and management across the business.
  • Establish personal credibility based upon demonstrable added value within the area of specialism.


Planning & Organisation

  • Plans ahead and establishes appropriate courses of action to achieve objectives.
  • Monitors performance against targets and determines appropriate actions to ensure the necessary corrective action is taken.
  • Is well organised and able to multi task effectively.
  • Ensures deadlines are met and requests for information/support are provided within the agreed timescales.
  • Prioritises effectively to ensure work is completed on time Responsive and follows through on agreed actions.
  • Administration is accurate and completed in a timely manner


Personal Motivation

  • Demonstrates a passion for excellence, setting high standards for self and others.
  • Proactively looks for opportunities to make improvements to enhance personal & team effectiveness.
  • Has a strong personal credibility for their area of specialism.



  • Able to express ideas and information clearly and concisely.
  • Communicates effectively both verbally and in written format
  • Ensures people are aware of relevant issues at all times


Adaptability and Flexibility

  • Able to refocus and adapt own style to achieve goals.
  • Is comfortable operating within an environment of changing priorities and is able to remain focused on continual improvement.
  • Responds well to changing priorities and demonstrates personal involvement in new activities
  • Embraces change to maximise organisational effectiveness

Security Responsibility

Act in accordance with GCIs corporate security standards:

  • IS Security Policy
  • HR Security Policy

In return GCI can offer you a competitive salary and benefits package. The latter includes 21 days’ holiday plus bank holidays, Westfield Health care cover, childcare vouchers, retail discount partnership, and a monthly employee recognition scheme.

Senior UC Engineer


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