IT Engineer

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.

Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.

As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

Job Description:

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.

Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.

As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

Overall Experience:5 to 7 years

Certification: Azure Administrator Associate/CCNA/ITIL certification is mandatory or equivalent experience

Role Requirement

• Strong understanding of IT infrastructure, operating systems, and network hardware.
• Ability to analyse problems, visualize solutions, and implement fixes effectively.
• Hands-on experience in administering and troubleshooting laptops, servers, and IT infrastructure devices including: Wireless access points, Firewalls, Routers, Switches
• Working knowledge of Microsoft Azure and/or AWS Cloud Services
• Knowledge of Zero Trust Network concepts and Zero Touch Installations for Windows and Mac devices

Job Requirements

Key Accountabilities

• Respond to support requests via email, ticketing systems, and phone calls within SLA timelines.
• Provide troubleshooting for Windows 10/11 and Mac laptops.
• Manage Azure Active Directory & On-Prem AD including group policy management.
• Configure and manage Office 365 policies and perform Exchange Online email backup/restoration.
• Administer DHCP, DNS, and ADS services.
• Troubleshoot networking concepts (IP subnetting, OSI layers) and configure Cisco L2/L3 switches.
• Manage and maintain Fortinet & Meraki Firewalls, VPNs, and leased line escalations.
• Deploy and manage Microsoft Defender, DLP, MDM (Intune & Kandji), and EDR solutions.
• Automated IT processes and leveraged AI tools to optimize system performance, security monitoring, and incident resolution
• Implement and manage patch management and compliance policies.
• Support RAID (0,1,5,10) configurations and storage troubleshooting.
• Provide support for Linux (basic commands), MySQL, Docker environments.
• Manage Cisco telephony infrastructure, IPPBX, and PRI lines.
• Provide support for video conferencing platforms (Zoom, Webex, Microsoft Teams).
• Coordinate with vendors for procurement and escalations.
• Conduct IT peripheral audits and ensure asset accuracy.
• Ensure adherence to security & compliance frameworks: PCI DSS, ISO, SOC II, HIPAA, GDPR.

Process Skills:

• Handle Helpdesk tickets efficiently, ensuring all issues are resolved within agreed timelines.
• Escalate unresolved issues appropriately to internal teams (e.g., software, systems, or network administrators).
• Strong team player
• Collaborate with IT stakeholders across different regions, ensuring smooth coordination, knowledge sharing, and alignment with global IT practices.
• Document technical knowledge (troubleshooting, fixes) in the form of notes and manuals.
• Share knowledge with teammates and provide constructive feedback for continuous improvement.
• Learn and adopt emerging technologies to improve efficiency and service delivery.
• Coordinate effectively with third-party vendors/IT partners (e.g., Microsoft, Adobe OEM partners).
• Ability to work independently with minimal supervision, while delivering quality outcomes.
• Strong adaptability and multi-tasking skills, able to manage multiple priorities simultaneously.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit

www.uniphore.com.