Infra Tech Support Practitioner

 About The Role  

Project Role :Infra Tech Support Practitioner

Project Role Description :Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills :Cloud Unified Communication Operations

Good to have skills :NA
Minimum 3 year(s) of experience is required

Educational Qualification :15 years full time education
Summary:As an Infra Tech Support Practitioner, you will engage in the ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve addressing technical issues, providing solutions, and ensuring the smooth operation of configured services across various platforms. You will work both remotely and onsite, collaborating with team members to enhance system performance and reliability while adhering to established operating models and processes. Roles & Responsibilities:- Liaising with the customer technical representatives-Provide recommendations to client on deployment of new features Create and Manage requests on ITSM tool Implement the changes as applicable, test the changes and handover to customer-Troubleshoot issues with Voice Network. Management and troubleshooting AudioCodes and Ribbon SBC including MS Teams Voice.-Operations support experience for Large IP Telephony L2 support environment consisting of preferably Microsoft Teams Admin Center, AudioCodes SBC, OVOC monitoring, Ribbon SBC, Administration and trouble shooting.Professional & Technical
Skills:

Must have a strong background in traditional IP NetworkingConfiguration and troubleshooting skills on MS Teams Voice, AudioCodes, Ribbon SBCConfiguration and troubleshooting skills for MS Teams Phones like Poly, Audiocodes (MACD)Strong knowledge in PRI, SIP, MPLS, FXO, FXS, Analog line, AudioCodes , Ribbon SBC, SIP.Hands on Experience in MS Teams Voice, AudioCodes SBC, Ribbon SBC, analog convertersHave clear understanding of MS Teams Voice network deployment models and should understand the functioning of voice network devices.Understanding of call queue, Auto attendant, set up the call flows.Knowledge of dial plans on the Voice routes, Direct routing will be helpfulMonitor and provide operational support (L1, L2) for MS Teams voice, AudioCodes, Ribbon SBC.Have clear understanding on Telecom infrastructure protocols like SIP, ISDN PRI and analogy gateways.Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolutionBasic awareness of ITIL framework and familiarity with ITSM Tools ( Servicenow) Voice / Network Inventory Management; Validating that all the existing and newly deployed devices are added to the respective Network Management Systems
Must To Have Skills:

-Proficiency in Cloud Unified Communication Operations.- Strong understanding of server and network management.- Experience with troubleshooting and resolving technical issues.- Familiarity with various software solutions and vendors.- Ability to work collaboratively in a team environment.
Additional Information:- The candidate should have minimum 4-6 years of experience in Cloud Unified Communication Operations.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education