Key Responsibilities

  • Understand client’s products and solutions and ability to articulate the same to customers/partners.
  • Understand technical issues raised by customer
  • Configure, trouble shoot and resolve complex issues for the customers
  • Use labs environments to re-create complex customer problems
  • Use remote trouble shooting session in resolving the customer issues
  • Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
  • Document troubleshooting and problem resolution steps
  • Provide training to customers when required.
  • Offer an expert level support in Voice and Video technologies
  • Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
  • Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
  • Build/Maintain relationships with key external and internal stake holders
  • Share the best practices/lessons learned with rest of the teams

Key Performance Indicators

  • Successful resolution of customer issues (On time, without escalation, specified quality parameters and with utmost CSAT)
  • Pro-active communication/involvement in managing customer expectation.
  • Feedbacks from customers, partners and stake holders.
  • Contribution to the development of service delivery.

Requirements

Mandatory

  • Bachelor's degree in Engineering/equivalent with 5-7 years overall industry experience.
  • Should have expertise in minimum one of the following :

        1.       Strong knowledge on H.323

        2.       Strong knowledge on SIP

        3.       Strong knowledge on TCP/IP

  • Ability/prior experience to analyse complex logs
  • Professional certification like CCNA or equivalent required.

Desirable

  • Good understanding and experience in Voice and Video technologies
  • Prior TAC Level 2 and above Operational experience
  • Excellent understanding for various voice and video protocols like Sip, H232 etc.
  • Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results.
  • Prior experience in designing and implementing various interop Solutions.
  • Understating of various Linux platforms and Virtualization technologies.
  • Prior experience in one or more of following technical areas: Routing & Switching, IP Telephony, TelePresence/Video
  • Professional certification like CVE, MCITP-Lync, Wireshark is desirable

If you are interested in this opportunity, please apply online today.

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