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Senior Administrator - Cisco Unified Communications
HCLTech —Noida, Uttar Pradesh
10d

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Senior Administrator - Cisco Unified Communications
HCLTech —Noida, Uttar Pradesh
G. On call Support: i. Support for issues raised by newly migrated Retail Branch employees during and outside business hours.
10d

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Senior Administrator - Cisco Unified Communications

HCLTech -
Noida, Uttar Pradesh

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Job details

10 days ago

Qualifications

Telephony

Full job description

Noida, Uttar Pradesh
Job Summary

i. MACD Engineer: a. Data Collection Tasks: i. Collect and document Branch Building/CRES ID. ii. Gather and record Branch Mainline Number DID. iii. Collect and verify E911 Callback Number DID. b. Zoom Phone Site Configuration: i. Build and configure Zoom Phone sites, including Shared Line Groups, Call Queues, and Emergency calling configurations. c. Poly Phone Profile and User Configuration: i. Create Poly Phone profiles and configure common area user settings. d. User Migration: i. Migrate Cisco users to the Zoom Phone softphone, ensuring a seamless transition. e. Routing Changes and Support: i. Implement PSX routing changes after Poly Phone’s have been installed and provide Day 1 support to ensure operational efficiency and address any immediate issues. ii. These tasks will be performed during US business hours, from 9 AM to 5 PM EST, to ensure alignment with client operations and immediate response to any issues. f. Validation Testing: i. Assist the onsite technician with testing and validation of the solution. ii. Take corrective action if any configuration issues are identified during testing to ensure the solution meets all specified requirements. iii. These tasks will be performed during United States business hours, from 9 AM to 5 PM EST, to ensure alignment with client operations and immediate response to any issues. g. On call Support: i. Support for issues raised by newly migrated Retail Branch employees during and outside business hours.

Key Responsibilities
1. Provide Advanced Technical Support For On-Premise Cisco Collaboration Systems By Analyzing And Resolving Complex Incidents, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Perform Root Cause Analysis For Escalated Technical And Security Issues, Implementing Effective Solutions To Enhance System Performance And Reliability.
3. Lead Knowledge Base Updates And Management Initiatives, While Training And Coaching Analysts To Improve Team Capabilities And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Maintain Seamless Operations And A Robust Security Posture.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, And Proactively Addressing Potential Security Threats.
Skill Requirements

knowledge of Zoom Telephony configuration

Other Requirements

Cisco Voice

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