Job Description

Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.

At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries.

Overall Experience: 4 to 6 years
Certification: MCITP/CCNA/ certification is mandatory or equivalent experience

Role Requirement

• Strong understanding of IT infrastructure, Operating System and network hardware.
• Ability to think through problems and visualize solutions. Ability to implement, administer and troubleshoot desktop/laptop/server infrastructure devices, including wireless access points, firewall, routers, switches & controllers
• Skill sets required: Linux/Apple Mac OS, VMWare & Hyper-V, Microsoft Azure/AWS cloud /Backup solutions is an added advantage.

Job Requirements
Key Accountabilities

• 
  Respond to support requests via emails/tickets and phone calls within response time SLAs
• Good knowledge in desktop & laptop troubleshooting
• Good understanding & troubleshooting knowledge in Azure & On Prem Active Directory servers & group policy management.
• Experience in O365 configuration of policies and Azure Active Directory
• Email backup and restoration of exchange O365
• Good knowledge with networking concepts like (IP subnet, OSI layers etc.)
• Good knowledge in Cisco L2 & L3 switches
• Good knowledge of Fortinet & Meraki Firewalls
• Basic understandings of network security and infrastructure security
• Experience in handling products like ETP, ATP, DLP, MDM & EDR.
• Good knowledge in installing & troubleshooting Windows 10 & 11.
• Good knowledge in installation of Windows Servers 2008 /2012/2016/2019
• Well known knowledge in RAID-0,1, 5, & 10 and its concepts
• Good understandings in ADS, DHCP & DNS concepts
• Basic knowledge about Microsoft Compliance.
• Analyzing the lease line issues and logging complaints and keep a track of it.
• Installations of Antivirus and patch management for Windows is required.
• Good Understanding of Network VPNs.
• Basic understanding knowledge in applications like MySQL, Docker etc.
• Good Knowledge in SVN / GIT Lab Server and providing user permission
• Understanding the concepts of IPPBX & PRI lines
• Good knowledge in Video Conferencing solutions like Zoom, WebEx & Teams
• Must be capable of handling Cisco telephony infrastructure
• Co-ordinating with vendors for purchase or any issues
• Hands on experience with IT peripheral Audit is an added advantage
• Basic knowledge in Linux & its commands is required

Basic understanding of PCI DSS, ISO, HIPAA & GDPR


Process Skills:

• Handling the Helpdesk tickets and making sure all issues got resolved in a timely manner
• Properly escalate unresolved tickets to appropriate internal teams (e.g., software related, system and network admins)
• Team Player- Contribute to effective teamwork in internal engagement situation, Document the technical knowledge (troubleshoot) in the form of notes and manuals, cascading it with teammates. Provide real-time constructive verbal feedback to team members and facilitate timely completion of engagement
• Learn and use ground-breaking new technologies (as applicable)
• Effective co-ordination with third-party (vendors)/IT partners. Example: Microsoft, Adobe OEM partners
• Ability to work independently with minimal supervision
• Ability to adapt multi-tasking

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 delivers business value using Conversational Automation, please visit www.uniphore.com

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