Job Description

Job Summary

• Troubleshooting and providing support of CISCO IP Telephony for various clients for 24/7.
• Handling MACD issues.
• Monitoring and analyzing existing VoIP networks and computer systems (CUCM).
• Using BAT for various administration and implementation purposes.
• Providing calling privileges using partition and CSS as per client requirements.
• Creation and configuration of Device Profile & end users
• SRST configuration and troubleshoot remote site telephones.
• Attending daily status report and incident management calls
• Configuration and troubleshooting of voice interfaces: FXS,FXO , Fax. Configure the call hunt for more call coverage option.
• Configuration and troubleshooting of Extension Mobility and Extension Mobility Cross Cluster
• Configuration and troubleshooting of User features like Call forwarding, speed dial, zero opt out etc.
• Analyze the call flows for the root cause analysis of the issues.
• Assist peer engineers to troubleshoot various complex issues.
• Management and Monitoring of CUCM Cluster.
• Troubleshooting of Voice Gateway protocols like H.323 and SIP.
• Management of Voice Mail users.
• Configuring Router as Voice Networks
• Managing Dial-plan using Translation Pattern, Route Pattern, Route List, Route Group and Local Route Group, Calling and Called transformation mask, FAC and CMC
• Served as onsite technical assistant for remote troubleshooting.
• Configuration of Single Number Reach (SNR).
• Updating client with regular activities reports.
• Hands on experience on Nice – Voice Recording
• CCNA- Voice Certification will be an advantage

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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