Infra Tech Support Practitioner

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Project Role :Infra Tech Support Practitioner
Project Role Description :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 :Unified Communication and Collaboration Operations
Good to have skills :Network Infrastructures
Minimum 3 year(s) of experience is required
Educational Qualification :Graduate

Summary: As an Infra Tech Support Practitioner, you will be responsible for providing ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve troubleshooting and resolving issues related to Unified Communication and Collaboration Operations, SIP Analysis, AudioCodes One Voice Operations Center (OVOC), AudioCodes Routing Manager, AudioCodes Cloud Edition SBC, and AudioCodes Stack Manager. Roles & Responsibilities: -Monitoring, reporting (where possible) and management of AudioCodes SBC product such as OVOC, - Routing Manager, Cloud Edition, - Provide L1 and L2/ basic and intermediate level troubleshooting for hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. - Troubleshoot and resolve issues related to Unified Communication and Collaboration Operations, SIP Analysis, AudioCodes One Voice Operations Center (OVOC), AudioCodes Routing Manager, AudioCodes Cloud Edition SBC, and AudioCodes Stack Manager. - Collaborate with cross-functional teams to ensure timely resolution of issues and provide ongoing technical support and maintenance of production and development systems and software products. - Maintain documentation related to troubleshooting and issue resolution, and provide regular updates to stakeholders. • Must have a strong background in traditional IP Networking. • Configuration and troubleshooting skills on Call Manager (11.x,12.5,14.x). • Configuration and troubleshooting skills for PBX Legacy product and Analog devices (MACD). • Strong knowledge in, SIP, FXO, FXS, Analog line, Cisco Voice Gateways, SIP/H.323/MGCP/SCCP. • Hands on Experience in Cisco voice Devices & Products viz. Cisco Unified Call Manager, Cisco Voice Gateway, Cisco IPT and AudioCodes SBC OVOC solutions, any Analog devices hands on experience. • Have clear understanding of Cisco Voice network deployment models and should understand functioning of voice network devices. • Knowledge of AudioCodes SBC solution, and Gateway will be helpful. • Monitor and provide operational support (L1, L2) for AudioCodes OVOC solutions, PBX. Carrier coordination. • Have clear understanding on Telecom infrastructure protocols like ISDN, POTS and analogy signaling. • Work & Coordinate with Third Party/Carrier Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution. • Basic awareness of ITIL framework and familiarity with ITSM Tools (like Remedy/HPSM/SNOW/Clarify etc.) • Voice / Network Inventory Management; Validating that all the existing and newly deployed devices are added to the respective Network Management Systems Professional & Technical Skills: - Must To Have Skills: Experience in Unified Communication and Collaboration Operations, SIP Analysis, AudioCodes One Voice Operations Center (OVOC), AudioCodes Routing Manager, AudioCodes Cloud Edition SBC, and AudioCodes Stack Manager. - Good To Have Skills: Experience in Contact Center Technology Operations. - Strong understanding of hardware/software support and implementation at the operating system-level across all server and network areas. - Experience in troubleshooting and resolving issues related to Unified Communication and Collaboration Operations, SIP Analysis, AudioCodes One Voice Operations Center (OVOC), AudioCodes Routing Manager, AudioCodes Cloud Edition SBC, and AudioCodes Stack Manager. - Solid grasp of documentation related to troubleshooting and issue resolution. Additional Information: - The candidate should have a minimum of 3 years of experience in Unified Communication and Collaboration Operations.