Job Description

Designation

ASSOCIATE CONSULTANT

No. of Positions

1

Experience

4.5-8 Years

Skill (Primary)

Technical Skills-Applications Architecture-Architecture - Microsoft Technologies

Qualification

B Tech, B.DES, B.F.A (Bachelor of Fine Arts), B.S.B.A

(Posting).

VCM L3 MS Teams and Cisco Support Engineer / RequirementsThe Video Conferencing Modernization (VCM) L3 Support Engineer is a full-time, client facing position. The responsibilities of the role require Unified Communications support and operational experience. This is a fast paced, results driven position, and our Technical Support Engineers must have the ability to handle challenging technical issues, tackle various types of deliverables within the VCM space and manage a multitude of tasks concurrently. Due to the nature of this client facing / support role, our Engineers must be skilled in verbal and written presentation (English). Candidates must be able to work in shifts, on-call, remote / home office.Responsibilities / Relevant Experience / Technical Skill RequirementsAs a member of our growing team, MS Teams & Cisco Web-Ex (VCM) L3 Support Engineer fulfill duties including, but not limited to, the following: Experience with Microsoft Teams, Cisco Web-Ex, Voice and Video Collaboration systems Administration of MS Teams admin portal & Troubleshooting Expertise in configuring Cisco Cloud Video interop (CVI) with MS teams Expertise in Cisco WebEx control hub administration and registering Cisco Video end points Creating Dial plan, Normalization rule on Microsoft teams and SBC s Creating and assigning Meeting policy, Voice routing policy in MS Teams Handling issues related to Audi Conferencing, Direct routing, Collecting logs from Teams & SBCs Expertise in PowerShell commands & scripting to handle MS Teams activities Configuration, and In-depth Troubleshooting of AudioCodes SBCs and Analog Gateways Ability to support and configure various endpoints including desk phones, conference phones, analog devices, desktop, and mobile clients Troubleshoot & Upgrade Patch / Software for Cisco video conference devices Supports Regional IT / Site Service teams with troubleshooting and maintaining the Voice / Video environment Experience with SIP Configuration and Troubleshooting Experience with call flows, ICE/STUN/TURN protocols Knowledge of Azure, 0365, Active Directory and Exchange Good Understanding of E164 & E911 Familiar with LAN/WAN networking equipment and protocols Familiar with Microsoft Support, Cisco TAC, Third Party Vendors, and Service Providers/Carriers tier-2/3 support groups, tracking and escalating trouble tickets, and interfacing with customers at all levels. Ability to conduct research into IP telephony issues and products. Read and interpret technical documents and procedure manuals. Follows Problem, Change and Critical Incident Management process during outages and changes (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

HCL Technologies