Infra Tech Support Practitioner

Infra Tech Support Practitioner

Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Must have skills: Cloud Unified Communication Operations

Minimum 3 year(s) of experience is required. Educational Qualification: 15 years full time education.

As an Infra Tech Support Practitioner, you will engage in the ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve addressing technical issues, providing solutions, and ensuring the smooth operation of configured services across various platforms. You will work both remotely and onsite, collaborating with team members to enhance system performance and reliability while adhering to established operating models and processes.

Roles & Responsibilities:

• Liaising with the customer technical representatives
• Provide recommendations to client on deployment of new features
• Create and Manage requests on ITSM tool
• Implement the changes as applicable, test the changes and handover to customer
• Troubleshoot issues with Voice Network
• Management and troubleshooting AudioCodes and Ribbon SBC including MS Teams Voice

Professional & Technical Skills:

• Must have a strong background in traditional IP Networking
• Configuration and troubleshooting skills on MS Teams Voice, AudioCodes, Ribbon SBC
• Configuration and troubleshooting skills for MS Teams Phones like Poly, Audiocodes (MACD)
• Strong knowledge in PRI, SIP, MPLS, FXO, FXS, Analog line, AudioCodes, Ribbon SBC, SIP
• Hands on Experience in MS Teams Voice, AudioCodes SBC, Ribbon SBC, analog converters
• Have clear understanding of MS Teams Voice network deployment models and should understand the functioning of voice network devices
• Understanding of call queue, Auto attendant, set up the call flows
• Knowledge of dial plans on the Voice routes, Direct routing will be helpful
• Monitor and provide operational support (L1, L2) for MS Teams voice, AudioCodes, Ribbon SBC
• Have clear understanding on Telecom infrastructure protocols like SIP, ISDN PRI and analogy gateways
• Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution
• Basic awareness of ITIL framework and familiarity with ITSM Tools (Servicenow)
• Voice / Network Inventory Management; Validating that all the existing and newly deployed devices are added to the respective Network Management Systems

Must To Have Skills:

• Proficiency in Cloud Unified Communication Operations
• Strong understanding of server and network management
• Experience with troubleshooting and resolving technical issues
• Familiarity with various software solutions and vendors
• Ability to work collaboratively in a team environment

Additional Information:

• The candidate should have minimum 4-6 years of experience in Cloud Unified Communication Operations
• This position is based at our Bengaluru office
• A 15 years full time education is required