Sr Analyst

Job Summary

• Troubleshooting and providing support of CISCO IP Telephony for various clients for 24/7.

• Handling MACD issues.

• Monitoring and analyzing existing VoIP networks and computer systems (CUCM).

• Using BAT for various administration and implementation purposes.

• Providing calling privileges using partition and CSS as per client requirements.

• Creation and configuration of Device Profile & end users

• SRST configuration and troubleshoot remote site telephones.

• Attending daily status report and incident management calls

• Configuration and troubleshooting of voice interfaces: FXS,FXO , Fax. Configure the call hunt for more call coverage option.

• Configuration and troubleshooting of Extension Mobility and Extension Mobility Cross Cluster

• Configuration and troubleshooting of User features like Call forwarding, speed dial, zero opt out etc.

• Analyze the call flows for the root cause analysis of the issues.

• Assist peer engineers to troubleshoot various complex issues.

• Management and Monitoring of CUCM Cluster.

• Troubleshooting of Voice Gateway protocols like H.323 and SIP.

• Management of Voice Mail users.

• Configuring Router as Voice Networks

• Managing Dial-plan using Translation Pattern, Route Pattern, Route List, Route Group and Local Route Group, Calling and Called transformation mask, FAC and CMC

• Served as onsite technical assistant for remote troubleshooting.

• Configuration of Single Number Reach (SNR).

• Updating client with regular activities reports.

• Hands on experience on Nice – Voice Recording

• CCNA- Voice Certification will be an advantage

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.

2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

4. To maintain high login Efficiency (Availability) for customers.

5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.

6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

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Other Requirements

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