Unified Communications Operations Analyst

A Day in Your Life at MKS:
The Unified Communications Operations Analyst is a member of the Enterprise Voice Video Collaboration team. This position will focus on service delivery, onboarding and offboarding processes while monitoring and maintaining the Unified Communication platforms including Microsoft Teams Voice, Conference Room Technology and Cloud Contact Center.
You Will Make an Impact By:

• Responsible for the management and incidents/tasks triage of the ServiceNow resolver group to SLA’s
• Perform Onboarding & Offboarding tasks for new Teams Phone Numbers
• Perform Microsoft Teams Administration support, licensing management
• Monitor and administration of Common Area, Conference Room Phones and Microsoft Teams Room Systems
• Provide Microsoft Teams Enterprise Voice troubleshooting, quality analysis, metrics & reporting
• Administration of Unified Communications monitoring tools for device health & status (Crestron XIO, DTEN Orbit & Microsoft Teams Administration Console)
• Maintain Business and Mobile phone numbers in ServiceNow
• Create and maintain Knowledge Base articles to remediate newly discovered and known issues.

Skills You Bring:

• Bachelor’s degree in information technology, or relevant field or equivalent combination of work experience, education, and training
• Customer Service driven mindset with strong relationship building skills.
• Ability to multi-task and manage multiple priorities in an innovative and demanding environment
• Strong knowledge of Microsoft Teams Voice, ITSM and ServiceNow
• General understanding of Microsoft Teams Calling Plans, Director Routing and Operator Connect, Poly Phones, and Microsoft Teams Rooms Systems
• Excellent interpersonal, communications and organizational skills along with the ability to collaborate successfully with multiple team members, interacting with employees at all levels of the organization

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, noncitizen nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.

MKS Instruments, Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies.  MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: [email protected] .

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role