Analyst (Support & Operations)

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 troubleshoot remote site telephones.

•        Attending daily status report and incident management calls

•        Configuration and troubleshooting of voice interfaces: FXS,FXO , Fax. Configure the call hunt for more call coverage option.

•        Configuration and troubleshooting of Extension Mobility and Extension Mobility Cross Cluster

•        Configuration and troubleshooting of User features like Call forwarding, speed dial, zero opt out etc.

•        Analyze the call flows for the root cause analysis of the issues.

•        Assist peer engineers to troubleshoot various complex issues.

•        Management and Monitoring of CUCM Cluster.

•        Troubleshooting of Voice Gateway protocols like H.323 and SIP.

•        Management of Voice Mail users.

•        Configuring Router as Voice Networks

•        Managing Dial-plan using Translation Pattern, Route Pattern, Route List, Route Group and        Local Route Group, Calling and Called transformation mask, FAC and CMC

•        Served as onsite technical assistant for remote troubleshooting.

•        Configuration of Single Number Reach (SNR).

•        Updating client with regular activities reports.

•        Hands on experience on Nice – Voice Recording

•        CCNA- Voice Certification will be an advantage

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

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.

Skill Requirements

null

Other Requirements

null