Job Title

Dear Candidate, As Discussed over call, we have come across your CV and feel that you would be a suitable fit for “Technical Specialist: MS Teams” role at HCLTech; Nagpur. Please see the below job description and revert with your updated CV & additional details in case you find it suitable.GRADE/ ROLE/ SALARY – As per relevant experience and last drawn CTC. To be discussed during the interview.JOB DESCRIPTION:PRIMARY RESPONSIBILITIES:Experience on Teams Enterprise Voice and VOIP experience is must.Experience in Teams with Enterprise Voice, gateways, trunks, voice resiliency and Voice Routing.Experience on AudioCodes Gateways.Experience on Teams Direct Routing.Experience on Teams Audio Conferencing.Experience on AudioCodes/Downstream SBCsUpgrading, configuring, and migrating Voice to Teams.Knowledge on Bandwidth planning, optimal conferencing traffic, capacity, QOS support.Knowledge on voice interoperability to PSTN, QoS implementation for conference and other applications.Experience integrating Teams with 3rd party telephony environment.Good knowledge on the working for SBA, SBC, certificates, and SBC updates.Experience in Teams Enterprise Voice troubleshooting (Gateways, SBAs, and complex voice call issues).Experience on Teams PowerShell.Experience on Teams Call quality dashboard.Knowledge on Device management - Phone system and device firmware update.Knowledge on (1.) Incident Management & Change Management (Planning & Execution).On - call Escalation.Process adherence & Security compliance.KB preparation and review, Knowledge sharing & documentation.Root cause analysis / Problem Management Capacity / Architectural Management.SLA compliance for tickets.PROFESSIONAL SKILL REQUIREMENTAbility to work in large teams and manage project milestonesExcellent communications, presentation, and Problem-solving skillsAbility to develop requirements based on client inputsAbility to work effectively in a remote, virtual, global environment.To provide support for on call escalations and doing root cause analysis of given issue To independently resolve tickets within agreed SLA of ticket volume and timeTo adhere to quality standards, regulatory requirements and company policiesWork on value adding activities such Knowledge base update & management, Training freshers, coaching analysts To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases