Job Summary

PRIMARY RESPONSIBILITIES:

• 8+ years’ experience on Microsoft Teams with Enterprise Voice is must        
• Experience on AudioCodes/Sonus Gateways/Downstream SBCs
• Upgrading, installing, configuring, designing, and migrating Voice from PBX to MS-Teams  
• Experience and Knowledge on MS Teams Direct routing as services (DRaS) for Enterprise Voice & SIP Trunk Integrations.
• Experience and Knowledge on hosting provider PSTN services.
• Experience and Knowledge  on 8x8 Unfiled communications.
• Knowledge on Bandwidth planning, optimal conferencing traffic, capacity, QOS.               
• Experience in Skype with Enterprise Voice, Mediation server placement, gateways, trunks, voice resiliency, mediation server dependencies
• Design voice interoperability to PSTN, QoS implementation for conference and other applications and integration with 3rd party telephony environment.                        
• Knowledge on Enterprise Voice feature Call Admission Control, Call Park, Media Bypass, and Auto attendant etc.                              
• Experience of configuring and troubleshooting Dial Plans, Normalization Rules, routes, PSTN Usage, and Voice Policy                         
• Understanding of Call queue, Auto Attendant, Dial by Extension, workflows, call routing methods.
• Good knowledge on Active Directory & Domain Services, Certificate Authority    
• Onboard devices on MTR technologies such as Poly, Neat, Creston, Logitech, ensuring seamless integration and functionality.                        
• Knowledge on Windows, PowerShell & PowerShell Scripting                                  
• Knowledge on ITIL & Safe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management.

Key Responsibilities

1. Provide Advanced Technical Support For Microsoft Teams And Microsoft Teams Ev, Performing Root Cause Analysis And Implementing Solutions For Complex Incidents To Ensure High-Quality Outcomes.
2. Collaborate With Cross-Functional Teams To Resolve Escalated Technical And Security Issues, Ensuring Compliance With Quality Standards And Company Policies.
3. Update And Manage The Knowledge Base, Contributing To The Training Of New Team Members And Coaching Analysts To Enhance Team Performance And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas, Ensuring Operational Continuity And Maintaining A Robust Security Posture Across Microsoft Teams And Sharepoint Online.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Effectively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Microsoft Teams And Microsoft Teams Ev.
2. Solid Understanding Of Sharepoint Online And Ms Viva.
3. Strong Troubleshooting And Root Cause Analysis Skills.
4. Familiarity With Incident Management And Escalation Processes.

Other Requirements

1. Microsoft Certified: Teams Administrator Associate (Optional But Valuable).
2. Microsoft 365 Certified: Security Administrator Associate (Optional But Valuable)