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Broad outline of the Role
Enterprise Voice Specialist (L2) Role Title:
Minimum Qualifications & Experience
- Graduate with 2-5 years of experience in Microsoft Teams Voice administration.
Other Knowledge & Skills
- Demonstration of problem-solving skills
- Prior experience in providing technical support in fast paced, high availability, 24X7 environments.
- Knowledge of network, operation systems
Key Responsibilities
- Troubleshoot and resolve issues across the Microsoft Teams enterprise voice and telephony ecosystem.
- Perform detailed incident triage and root-cause isolation, including packet-level and code/log-level audio analysis.
- Actively engage in global team environment, confidently raising concerns, highlighting trends or recurring issues, and clearly defining problems and impacts to drive timely resolution.
- Manage support tickets with third-party vendors (Microsoft, telecom carriers, AudioCodes, etc.) and ensure timely resolution.
- Follow Customer-provided Standard Operating Procedures (SOPs) and internal operational guidelines.
- Support continuous improvement initiatives to enhance system reliability and performance .
