• A customer-centric approach with a focus on delivering high-quality support.
• Strong verbal and written communication skills, with the ability to explain technical concepts to end users• Understanding their requirements and creating a positive client experience throughout the total client journey.
• Individuals understand their own area and can perform all facets of their role. Good analytical, excellent communication and problem-solving skills - Energetic, self-motivated and self-sufficient in accomplishing tasks.
• Works on abstract and complex problems requiring evaluation of intangible variables.
• Integrates trends, data and information into plans, deliverables and recommendations.
• Provides advanced technical support within area of expertise to clients on complex integration issues and escalation.
• Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions.
• Regularly exercises discretion and independent judgment on technical matters.
• Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish job.
• Builds deeper understanding of processes, procedures, customers and organization
• Flexibility to adapt to changing technologies and environments, with a proactive approach to continuous learning

Technical Skillset-
Experience and knowledge of the following technologies:

• MS Teams
• Direct routing, Enterprise voice o Creating and routing of Zoom Telephony
• Management of DID services will be done using available tools in Zoom
• Manage Zoom and MS Teams that reside in a cloud environment or obtained as a hosted Service
• Zoom admin with hands on experience in managing organization's video conferencing infrastructure, user accounts, and security policies. They provision users, oversee hardware setups (like Zoom Rooms) , enforce compliance , and provide technical support.
• Managing user and license management, ensuring security and compliance protocol managing and troubleshooting hardware and zoom rooms, monitoring call quality , generation and tracking performance reporting using zoom admin dashboard to optimize user experience.
• MS Teams administrator Direct routing with MS Teams / MS-teams PSTN Direct routing. Configuring and Managing Direct Routing in Microsoft Teams
• Manage team and channels in Microsoft Teams Audio conferencing users
• Intermediate knowledge of IP Telephony
• Knowledge of Server and Networking principles pertaining to enterprise environment
• Performs maintenance on existing operating systems.
• Evaluates, engineers, tests, recommends, and implements secure infrastructures.
• Acts as a resource for system escalation issues.
• Documents platform standards and processes for ongoing operations.
• Gathers business requirements for system design and validates recommended solution for Change Management.
• Schedules and coordinates installation and maintenance of software/hardware on the network and ensures compatibility of all communications and computer hardware/software.
• Performs root cause analysis on failed components and implements corrective measures.
• Provides ongoing information to leadership, customers, and peers regarding enhancements, innovations and solutions.
• Responsible for following company specific systems engineering standards.
• Acquisitions: Add acquisitions’ messaging environment under NTT Data Services, planning, development and sustaining included in this process.
• Executive support escalations: 20-30% time consuming work per week most client/outlook, remote access, troubleshoot, feedbacks.
• RCA for high severity issue, CRQ Deployments during weekends and holidays.
• On Call Support: shift for all required work and done during weekends.
• Provide Technical Documentation and training to L1 and Service desk.

Requirements

• Bachelor’s degree in computer science, Engineering, or related field.

• 8+ years of experience MS Team & zoom administration.

• Microsoft Teams certification preferred.