Teams Voice Consultant (Tier 3 SupportOperations)

It is essential that the ideal candidate has a minimum of 3 years experience in 3rd line support functions within the voicetelecoms industry and with working in AudiocodesRibbon BSCs, SIPVOIP, Microsoft Teams, Skype for Business and general LANWAN networking experience. Overall Experience 8+ Years.

Good level of customer interactioncommunication and knowledge is essential to provide excellent service to our clients.

The Teams Voice Consultant (Tier 3) provides advanced support services to our clients across the globe on SIP and MS Teams related products provisioning and support. The role requires good knowledge and analysis of Microsoft Teams, Office 365, SIP signaling and IP communications protocols, along with knowledge of popular IP phones and cloud UC platforms.

Key Responsibilities:

· Provide 3rd line support for all customers & resellers via phone or email for MS Teams and AudiocodesRibbon Client.

· Exposure to monitoring tools like OVOC, SolarWinds would be an added advantage.

· Be inhouse expert in Microsoft Teams and Client deployment and support.

· Knowledge and experience with other voice products such as Cisco CUCM , Avaya would be preferred

· Candidate must have experience in migrating the users from Cisco Avaya to MS Teams DR (voice)

· Candidate must have experience in conducting stake holder interviews and documenting the requirements, designing the solution, prepare project plan and executing the deliverables.

· Incident Management System and update ticket in a timely manner for any tickets passed on from 1st or 2nd Line support.

· Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner.

· Following indepth diagnosis, escalate to 3rd party supplier support where applicable.

· Provide support, training and be an escalation point for 1st2nd line colleagues.

· Manage, prioritize and plan own work queue and deal with tickets within the set SLAs.

· Share technical knowledge with users and to provide basic training on systems and applications.

· Availability for oncall 24*7.

· Maintain a high degree of customer service for all support queries and adhere to all service management principles.

· Proactively drive your own training from senior members of staff to bridge the knowledge gap.

· Deploy new projects and install Teams solutions for new customers.

· Take proactive steps to ensure client systems are at optimum level.

· Analyze current market trends and suggest new systems for the benefit of customers .Additional Responsibilities

· Provide consultancy and support for internal developmentproject work

· Undertake all other reasonable and related tasksobjectives associated with this role.

· Supervise and mentor 2nd and 1st line technical staff Essential Skills

· Previous experience in Telecoms, especially in Microsoft Teams, SIP, VOIP and PBX system.

· Microsoft TeamsM365 implementation knowledge and MS700 Certification

· SIP Certification (Preferable but not mandatory)

· ITIL v3 Foundation Certification (Preferable but not mandatory)

· Experience dealing with Routers, Firewalls network configuration (Preferable but not mandatory).