Job Description

DesignationTechnical LeadNo. of Positions1Experience2.5-5 YearsSkill (Primary)DWP-UCC-Network VoiceQualificationB-TechExpected Date of Closure15-Dec-2024Employee GroupBusiness Line FTJobAdministrator (Posting).Job description: AudioCodes SBC and AudioCodes One Voice Operations Center (OVOC) Support / Role: L3Major responsibilities Maintain all telecommunication hardware and equipment, including AudioCodes SBC model M800C, M1000B, MP-124E FXS and HP MSR 3040. Monitor and test telecommunication systems performance and provide performance statistics and reports. Be a SME for capturing detailed functional specifications, design and implementation of Audiocodes SBC and Ms Teams solution. Receive, respond and resolve incoming incidents and requests under agreed SLAs regarding telecommunications systems and network. Perform remote analyse, diagnosis, and resolution of complex telecommunications problems for a variety of end users Recommend, schedule, and perform telecommunication systems improvements, upgrades, and repairs Manage telecommunication asset management, including maintenance of network component inventory Prepare, maintain, and adhere to procedures for logging, reporting, and statistically monitoring telecommunication data Perform system backups and recovery Provide guidance to junior members of the team as required. MS Teams voice configuration. TLS certificate renewal. MS Teams dial plan policies Troubleshooting skills around voice issues, SIP, PRI, POTS Polycom and AudioCodes SIP phones AudioCodes Session Border Controller (SBC) (Basic) AudioCodes One Voice Operations Center (OVOC) AudioCodes MP11X media gateways Work with other groups and department in AudioCodes to drive trouble ticket resolution, Support Engineers will be required to be On-Call on a rotating basis throughout the year. Occasionally required to work outside of normal work hours.Education / Experience Educational requirements: Degree in Electronica and communication Engr Number of years related experience: 6+ yrsKnowledge Information Technology Extensive technical knowledge of AudioCodes Voice gateways operating systems and technologies, protocols and standards, telecommunication hardware and software solutions including but not limited to MS Teams voice configuration MS Teams dial plan policy. TLS certificate renewal. Troubleshooting skills around voice issues, SIP, PRI(T1\\E1) Polycom and AudioCodes SIP phones AudioCodes Session Border Controller (SBC) (Basic) AudioCodes One Voice Operations Center (OVOC) AudioCodes MP11X media gateways Hands-on troubleshooting experience. Audiocodes and One Voice Operations Center (OVOC) Version and patch upgrades. Understanding of ITIL processes and best practiceSkills and personal attribute Fluency in English, both written and spoken Must be highly motivated and have a positive attitude Excellent listening and customer service skills Excellent communication, interpersonal and organizational skills Must be a team player Must be mature and tactful Understanding of SLA terms Proven track record working in a global and multicultural environment. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

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