Job Description/Responsibilities: Technical Support professional provides deeply technical support on MS Teams and Cisco platform. Job responsibilities include: • Working on day to day administration tasks like MACD request, proactive incident management, DID management • Working on alert management, voip device registration, profile creations on Teams and Cisco • Understanding of Global service offerings such as SIP Trunking, Audio and Video Conferencing and IP Telephony architectures • Good knowledge on video conferencing and interop as expected to support on similar scenario and endpoints with knowledge on product similar to pexip • Troubleshooting PSTN call issues and coordinating on Trunk, PRI issues • Good understanding on MS Licensing • Experience with SBC and voice gateway and understanding on Direct Routing configuration to provide support on same. • Good experience with VOIP end points like Cisco or Teams Compatible devices like registration, firmware upgrade, troubleshooting • Ability to troubleshoot and fix various technical problems • Troubleshooting endpoints/gateways/gatekeeper registration • Knowledge about Emergency Location and Assignment • Experience managing voicemail system and troubleshooting Voicemail & Unity Call handlers • Ability to read and analyse log files and network traces • Day to day report fetching and analyzing CDR for proactive incident management • Strong experience on log analysis, packet capture and ability to interpret • Knowledge on ITIL & Safe Agile framework like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets), Change management. • Strong knowledge in H323, SCCP, and MGCP, SIP • Design, Deploy and Troubleshoot phone profiles into portals • Good understanding about voice dial plan , voice policies • Identify, design and support solutions for PRI, DID, Toll free service, and other telecom services • Knowledge on working with vendors (global and local telecom carriers) for ordering and operations or coordinating problem tickets • Good Knowledge on Analog device support like fax, paging • Prepare installation and upgrade procedures to be carried out on a CUCM or unity infrastructure to mitigate known bugs • Develop processes and procedures to enhance effective support
Required Skills: • Experience in supporting Microsoft teams & Cisco IP telephony • Deep level of understanding of voice technologies: o Enterprise Voice configurations , Direct Routing in MS Teams o Voice policies & Class of Restrictions o Routing over a complex infrastructure (TDM , SBC, SIP, Media Gateways, VoIP, H.323 ) o PBX, Codecs, QoS o read logs/traces from CUCM & MS Teams o SBC configurations and troubleshooting (AudioCodes) • Tier 3 troubleshooting expertise • IOS Gateway knowledge: configuration, administration, and troubleshooting • Protocol expertise in SIP, SCCP, MGCP, H323 • Experience with Cisco video infrastructure (Expressway, VCS,SX & MX series endpoints) • Experience in supporting emergency responders (Cisco & Intrado) • Experience in Supporting voice recording system (Cisco & MS teams) • Experience in supporting PEXIP video integrations • Experience in supporting IP Fax servers • Should be Strong in Networking concepts and knowledge of VoIP with Routing & Switching Protocols, TCP/IP, QoS, SIP, VLANs, and WAN protocols and technologies • Must have prior experience providing technical support to Enterprise Customers. • In-depth Knowledge of Media gateways & Session Border Controllers. • Good Working Experience and understanding of various Codecs (G.711, G.723, G.729 etc.) and VoIP technology. • Microsoft team telephony as direct routing and operator connect • Experienced on Audiocodes and ribbon sbc • Anywhere 365
Years of Experience: 10.00 Years of Experience
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $42.00/hr - $53.00/hr.
