Job Vacancies

Unified Communication Support Consultant (Voice + Email)

411062 Pune Full time Released on: 19-Dec-2023
Bild a

Purpose Of IT!

We are seeking a skilled Unified Communication Support Staff member with expertise in PBX systems, Microsoft Environment, Teams Telephony, and VoIP. As a Unified Communication Support Staff member, you will be responsible for providing technical support and assistance to our clients in their unified communication infrastructure. You will collaborate with cross-functional teams, troubleshoot issues, and ensure the smooth operation and optimization of unified communication solutions.

 

Key Accountabilities!

  • Provide technical support and troubleshooting assistance for unified communication systems, including PBX, Microsoft Environment, Teams Telephony, and VoIP.
  • Respond to and resolve incidents and service requests related to unified communication platforms, ensuring timely resolution and customer satisfaction
  • Collaborate with clients and internal teams to gather requirements, design solutions, and implement unified communication systems.
  • Configure and maintain PBX systems, including system setup, user provisioning, call routing, and voicemail configurations.
  • Ensure seamless integration of unified communication solutions within the Microsoft Environment, such as Microsoft Teams and Office 365.
  • Assist in the deployment and administration of Teams Telephony solutions, including user setup, call routing, and call management.
  • Troubleshoot and resolve issues related to VoIP networks, including call quality, network connectivity, and interoperability problems.
  • Monitor the performance and availability of unified communication systems, proactively identifying and resolving any issues or bottlenecks.
  • Collaborate with vendors and third-party providers for support escalations and problem resolution.
  • Document support activities, including incident resolution, troubleshooting steps, and knowledge base articles.
  • Stay updated with the latest industry trends and advancements in unified communication technologies, recommending improvements and optimizations.

 

Knowledge/Skills Required!

Must have strong knowledge in the following skills: -

  • Experience with Office365 in (hybrid topologies) (Teams & Exchange).
  • Basic understanding of core IT infrastructure/network concepts, role of firewalls, load balancers, VPN, (Protocols like DNS, DHCP, NTP, TCP/IP) network performance indicators (latency, bandwidth, jitter, packet loss).
  • Knowledge about deploying and troubleshoot Outlook/Teams/ (Skype for Business desktop).
  • Experience with enterprise PBX / IP-PBX use-cases.
  • Teams voice user/entity management, Skype for Business Server user/entity management.
  • Experience in supporting SIP-Trunks or PSTN connections, phone number management SBC/media gateway management is not required.
  • Basic SIP protocol understanding to troubleshoot SIP PSTN calls with AudioCodes OVOC.
  • Exchange online/(hybrid) user/entity management.
  • Basic SMTP protocol understanding and experience with E-Mail delivery best practices and Security/AntiSpam/Phishing mechanisms (SPF, DKIM, DMARC, ARC) to troubleshoot external/internal E-Mail delivery.
  • Understanding and managing E-Mail signatures with (CodeTwo and/or Mailtastic) or any other solution (can be trained).
  • Basic understand of E-Mail encryption technology with Office365.

 

Qualifications Required :

Bachelor's degree in Computer Science, Computers, Information Technology, Electronics & Telecommunication.