Unified Communications Engineer I

University of Central Florida • Orlando, FL

20h • Onsite

About The Position

The UCF IT Department within Facilities and Business Operations is seeking a Unified Communications Engineer I to support the University’s core communication and collaboration platforms. This role plays a critical part in maintaining the reliability of enterprise services such as Microsoft Teams, Teams Phone, and Exchange Online —tools that faculty, staff, and students rely on every day to teach, learn, and operate the University. In this role, the Unified Communications Engineer I will focus on Tier 1 incident response and daily operational support, working closely with technical teams to ensure service availability, security, and performance across voice and unified communications environments.

Requirements

• Bachelor’s degree; or High School Diploma (or equivalent) and 4 years of relevant work experience in lieu of degree or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Nice To Haves

• Experience supporting Microsoft 365 communication and collaboration services, including Microsoft Teams and Exchange Online.
• Familiarity with Microsoft Teams Phone System, including basic voice configuration, phone provisioning, analog/port testing, and troubleshooting.
• Experience providing Tier 2 technical support for voice or unified communications services in an enterprise or higher education environment.
• Strong customer service skills with the ability to communicate technical concepts clearly to non‑technical users.
• Understanding of information security, privacy, and compliance requirements in a higher‑education or regulated environment.
• Exposure to IT service management practices, including ticket documentation, adherence to standard operating procedures, and escalation workflows
• Familiarity with Microsoft Defender tools, including basic investigation workflows and anti‑spam or security policy support.
• Awareness of Microsoft Purview and Compliance features, such as audits, data governance, or compliance portal tasks
• Experience supporting workflow improvement, automation, or process standardization initiatives.

Responsibilities

• Provide Tier 1 incident response for voice and unified communications issues, following established troubleshooting, documentation, and escalation procedures.
• Administer and support Microsoft 365 communication and collaboration services, including Microsoft Teams and Exchange Online.
• Support Microsoft Teams Phone System, including phone updates, configuration, analog and port testing, and troubleshooting.
• Provide Zoom administration and end‑user support, ensuring meeting and licensing services remain available and functional.
• Accurately document incidents and service requests in the ticketing system while adhering to standard operating procedures and process consistency.
• Participate in workflow improvement and automation efforts to increase operational efficiency and service reliability.
• Assist with Microsoft Defender Explorer investigations and support anti‑spam and threat protection policies.
• Support Microsoft Purview and Compliance activities, including audits, compliance portal tasks, and data governance initiatives.
• Maintain compliance with required security, privacy, and institutional training requirements.

Benefits

• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
• Paid time off, including annual and sick time off and paid holidays
• Retirement savings options
• Employee discounts, including tickets to many Orlando attractions
• Education assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees