UC Support Engineer

Powering Global Conversations Through Technology.

Our client, Aura Alliance, Ltd., is a London-based managed services leader transforming the way businesses communicate. With a strong focus on technology solutions, business transformation, and professional services, they partner with global enterprises to deliver reliable, secure, and innovative unified communication systems. Their modern, people-first culture empowers professionals to thrive, innovate, and redefine global connectivity.

Job Description

As a UC Support Engineer, you'll provide remote technical support, diagnostics, and administration for Avaya IP Office and other unified communication systems. You'll ensure seamless operations, manage escalations, and deliver outstanding customer experiences while collaborating with global teams to drive innovation and reliability in telecom services.

Job Overview

Employment type: Full-time

Shift: Night shift, Monday to Friday (7 a.m. - 4 p.m. EST / 7 p.m. - 4 a.m. PHT), Weekends Off

Work setup: Permanent WFH

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with a minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Desired Skills

• 3-5 years of experience supporting Avaya IP Office and/or Avaya Aura environments
• Knowledge of SIP, VoIP, and telephony concepts including call routing, dial plans, and trunks
• Hands-on experience with Avaya tools such as IP Office Manager, Web Manager, Voicemail Pro, or System Status Application
• Understanding of SBCs, SIP trunking, and networking fundamentals (LAN/WAN, VLAN, QoS)
• Familiarity with Microsoft Teams Voice, Direct Routing, or Operator Connect is a plus
• Experience in an MSP, telecom, or UC support environment preferred
• Proficiency in Microsoft Office 365 and ticketing/CRM platforms (e.g., HubSpot, ConnectWise, or similar)
• Avaya or related vendor certifications (ACIS/ACSS) highly advantageous

Personal Attributes

• Strong ability to take ownership of tasks and drive them to completion
• Exceptional communication and interpersonal skills, with the ability to collaborate across diverse teams and customer levels
• Strong organizational and time-management skills, able to multitask in a fast-paced environment
• Customer-focused mindset with a proactive approach to solving problems
• A proactive and detail-oriented individual with exceptional project coordination skills
• Self-motivated, adaptable, and able to thrive in a fast-paced environment
• A customer-first mindset with the ability to identify and address client needs effectively

Your Daily Tasks

• Build and maintain strong, productive relationships with customers and partners to ensure satisfaction and retention
• Provide Tier 1 and Tier 2 technical support for Avaya IP Office and related Avaya solutions (Aura, CM, Session Manager, Communication Manager, Voicemail Pro, etc.)
• Perform remote diagnostics, troubleshooting, and resolution of system faults, alarms, and configuration issues
• Support customer onboarding and implementation activities in coordination with Aura engineers and partners
• Handle escalations efficiently and work with senior engineers to resolve complex issues
• Maintain and update customer configurations, documentation, and service records in CRM and ticketing systems
• Monitor and manage system alerts, ensuring proactive identification of issues before customer impact
• Assist with moves, adds, and changes (MACDs) on customer systems
• Coordinate with third-party vendors or carriers as required for incident resolution
• Maintain awareness of system updates, patches, and version compatibility to ensure best practice support
• Participate in internal knowledge sharing and contribute to continuous improvement of support processes

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra