Job Summary
Enterprise Voice L2 : 6+ Years of relevant experience in Microsoft Teams Telephony & DDI Administration to support and operate an enterprise telephony environment built on Microsoft Teams Room, AudioCodes SBCs, and PSTN/DDI integration. This role will focus on day-to-day administration, configuration support, incident troubleshooting, monitoring, and service request fulfillment across the enterprise voice platform. The environment includes Microsoft Teams as the core telephony platform, integrated with centrally deployed AudioCodes SBCs in HA mode, PSTN connectivity, and MediaPack-based analog device integration. The role will also support DDI lifecycle management, Teams voice features, and coordination with internal and external stakeholders including telecom providers, OEM TAC teams, and network teams.
Key Responsibilities
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
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
2. Microsoft 365 Certified: Security Administrator Associate (Optional But Valuable)