Sr Analyst
India
Job Description
Sr Analyst
Noida, Uttar Pradesh
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 troubleshooting remote site telephones.Attending daily status reports and incident management calls.Configuration and troubleshooting of voice interfaces: FXS, FXO, Fax.Configure call hunt for more call coverage options.Configuration and troubleshooting of Extension Mobility and Extension Mobility Cross Cluster.Configuration and troubleshooting of user features like Call Forwarding, Speed Dial, Zero-Out, etc.Analyze call flows for root cause analysis of issues.Assist peer engineers in troubleshooting complex voice issues.Management and Monitoring of CUCM Cluster.Troubleshooting Voice Gateway protocols like H.323 and SIP.Management of Voice Mail users.Configuring Router as Voice Networks.Managing Dial Plans using Translation Pattern, Route Pattern, Route List, Route Group, Local Route Group.Calling and Called Transformation Masks, FAC and CMC.Served as onsite technical assistant for remote troubleshooting.Configuration of Single Number Reach (SNR).Updating clients with regular activity 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.
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
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 troubleshooting remote site telephones.Attending daily status reports and incident management calls.Configuration and troubleshooting of voice interfaces: FXS, FXO, Fax.Configure call hunt for more call coverage options.Configuration and troubleshooting of Extension Mobility and Extension Mobility Cross Cluster.Configuration and troubleshooting of user features like Call Forwarding, Speed Dial, Zero-Out, etc.Analyze call flows for root cause analysis of issues.Assist peer engineers in troubleshooting complex voice issues.Management and Monitoring of CUCM Cluster.Troubleshooting Voice Gateway protocols like H.323 and SIP.Management of Voice Mail users.Configuring Router as Voice Networks.Managing Dial Plans using Translation Pattern, Route Pattern, Route List, Route Group, Local Route Group.Calling and Called Transformation Masks, FAC and CMC.Served as onsite technical assistant for remote troubleshooting.Configuration of Single Number Reach (SNR).Updating clients with regular activity reports.Hands-on experience on NICE Voice Recording.CCNA Voice Certification will be an advantage.
Other Requirements
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 troubleshooting remote site telephones.Attending daily status reports and incident management calls.Configuration and troubleshooting of voice interfaces: FXS, FXO, Fax.Configure call hunt for more call coverage options.Configuration and troubleshooting of Extension Mobility and Extension Mobility Cross Cluster.Configuration and troubleshooting of user features like Call Forwarding, Speed Dial, Zero-Out, etc.Analyze call flows for root cause analysis of issues.Assist peer engineers in troubleshooting complex voice issues.Management and Monitoring of CUCM Cluster.Troubleshooting Voice Gateway protocols like H.323 and SIP.Management of Voice Mail users.Configuring Router as Voice Networks.Managing Dial Plans using Translation Pattern, Route Pattern, Route List, Route Group, Local Route Group.Calling and Called Transformation Masks, FAC and CMC.Served as onsite technical assistant for remote troubleshooting.Configuration of Single Number Reach (SNR).Updating clients with regular activity reports.Hands-on experience on NICE Voice Recording.CCNA Voice Certification will be an advantage.
Information at a Glance