Minimum Years of Experience : 5 to 7 # of Openings : 2 Reports To : Manager India Support Team Supervises : None
The Technical Support Consultant provides deeply technical Microsoft Lync and Skype for Business support to our Enterprise Customers.
Technical Support Consultants are accountable for resolution of the most complex technical Incidents and Problems. Job responsibilities include :
Provide technical support to Enterprise customers via telephone, written correspondence, or electronic service regarding problems identified in Microsoft Unified Communication products.
Manage escalations to ensure timely and high quality resolution of all issues.
Monitoring & maintaining availability of customer’s Lync’ and Skype for Business’ infrastructure.
Ability to analyse and interpret data, capture and trace logs to resolve customer issues in live working environment.
Write technical articles contributing towards product knowledge base
Analyze user problems and develop trouble shootingsolutions
Improve existing systems by analyzing areas of modification with a team or individually Maintain systems by monitoring,
Identifying, and correcting network issuesCreate technical specifications and best practices
Update knowledge and skills regularly through in-house and external courses, manuals, and new applications
B.S. in Computer Science (CS), Information Technology (IT), Electrical Engineering (EE), Computer Engineering (CE), Master of Computer Applications (MCA)
Cumulative or major GPA of 3.0 or higher
Sound Knowledge of basic computer science concepts, programming, and Information Systems
Microsoft Lync and / or Skype for Business Certifications (E.g. exams 70-336, 70-337 and 70-338)
Minimum 5 years relevant work experience
Must have prior experience providing technical support to Enterprise Customers
Prior exposure to Microsoft Unified Communication Technologies
SKILLS & ABILITIES
Essential Skills & Abilities
Must possess strong working knowledge of Microsoft LYNC and Skype for Business Server, Office Communications Server (OCS), and Exchange Unified Messaging (UM).
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.
Good knowledge in Microsoft Office Products (Excel, PowerPoint, Outlook etc.).
Outstanding attention to detail and capacity to demonstrate continual learning
Exceptional analytical and problem solving capabilities
Excellent deductive and inductive reasoning skills
Strong interpersonal verbal and written skills
Ability to work both individually and with teams
Desirable Skills & Abilities
Digs deep to find the best solution
Has a strong sense of ownership of technical issues
Essential Personal Qualities
Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills.
Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they do
Must be able to work proactively and under pressure
Desirable Personal Qualities
Happy to work outside of comfort zones
Willing to work in rotational shifts including Night Shifts (company provides transport expense reimbursement for shift employees)
Willing to travel and relocate to Gurgaon or vicinity if required