Technical Support Consultant
Unify Square
Gurgaon, India
24d ago

Minimum Years of Experience : 5 to 7 # of Openings : 2 Reports To : Manager India Support Team Supervises : None

JOB SUMMARY

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
  • Essential Qualifications

  • 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
  • Desirable Qualifications

  • Microsoft Lync and / or Skype for Business Certifications (E.g. exams 70-336, 70-337 and 70-338)
  • Essential Experience

  • Minimum 5 years relevant work experience
  • Must have prior experience providing technical support to Enterprise Customers
  • Desirable Experience

  • 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
  • PERSONAL QUALITIES

    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
  • OTHER CONSIDERATIONS

  • 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
  • Apply
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