Job
Description
As a Technical Support Video in Sify Digital Services Limited, your role involves providing support for various technologies related to Cisco video conferencing solutions. Your responsibilities include: - Responding and working on all problems logged by Level 1 support - Accepting and working on cases until resolution is reached, escalating to Level 3 if needed - Opening and administering service tickets for escalations - Isolating and troubleshooting issues by analyzing logs and trace files - Collaborating with Level 3 engineers to replicate and resolve software defects - Providing status updates and resolution details to customers - Collaborating with Level 2 personnel and Level 3 engineers - Implementing and gathering network protocol traces - Resolving known problems by researching existing solutions - Applying software updates and workarounds to video conferencing products - Replacing defective parts and handling spare parts administration - Leading technical solutions and escalations - Configuring and troubleshooting end-to-end QoS for Cisco CMS - Supporting VoIP and Unified Communications technologies - Experience in MS Teams and 3rd party call recording platforms - Troubleshooting Cisco CUCM, UCCE, UCCX, PCCE solutions - Understanding telecom infrastructure protocols and VOIP protocols - Working in a 24/7 business support environment - Conducting configuration, troubleshooting, training, and support at customer premises - Possessing good spoken communication skills and the ability to understand and document customer requirements Qualifications required for this role: - Diploma/Graduate in IT/Computer/Electrical/Electronic, preferably BE/B.Tech/MCA - Minimum 5 years of relevant experience and 7 years of total experience in handling video conferencing solutions - Certifications in Cisco Collab (CCNA or equivalent) Key Skills: - Cisco CMS, CUCM, ICM, troubleshooting - Good communication skills for customer interactions In this role, you will be part of the Customer Success and Service Operations functional area, working full-time on a permanent basis in Kolkata. You will be expected to work in rotating shifts to provide support and solutions effectively. As a Technical Support Video in Sify Digital Services Limited, your role involves providing support for various technologies related to Cisco video conferencing solutions. Your responsibilities include: - Responding and working on all problems logged by Level 1 support - Accepting and working on cases until resolution is reached, escalating to Level 3 if needed - Opening and administering service tickets for escalations - Isolating and troubleshooting issues by analyzing logs and trace files - Collaborating with Level 3 engineers to replicate and resolve software defects - Providing status updates and resolution details to customers - Collaborating with Level 2 personnel and Level 3 engineers - Implementing and gathering network protocol traces - Resolving known problems by researching existing solutions - Applying software updates and workarounds to video conferencing products - Replacing defective parts and handling spare parts administration - Leading technical solutions and escalations - Configuring and troubleshooting end-to-end QoS for Cisco CMS - Supporting VoIP and Unified Communications technologies - Experience in MS Teams and 3rd party call recording platforms - Troubleshooting Cisco CUCM, UCCE, UCCX, PCCE solutions - Understanding telecom infrastructure protocols and VOIP protocols - Working in a 24/7 business support environment - Conducting configuration, troubleshooting, training, and support at customer premises - Possessing good spoken communication skills and the ability to understand and document customer requirements Qualifications required for this role: - Diploma/Graduate in IT/Computer/Electrical/Electronic, preferably BE/B.Tech/MCA - Minimum 5 years of relevant experience and 7 years of total experience in handling video conferencing solutions - Certifications in Cisco Collab (CCNA or equivalent) Key Skills: - Cisco CMS, CUCM, ICM, troubleshooting - Good communication skills for customer interactions In this role, you will be part of the Customer Success and Service Operations functional area, working full-time on a permanent basis in Kolkata. You will be expected to work in rotating shifts to provide support and solutions effectively.
