Tier II/III UC Support Engineer
New
HyderabadFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 3 years
- Required Skills
- Microsoft Azure
Requirements
- Minimum 3 years of experience in a Unified Communications role.
- Strong experience in Unified Communications support environments.
- Expertise in Microsoft Teams and Skype for Business.
- Hands-on experience with VoIP technologies and Teams Direct Routing.
- Experience with Session Border Controllers (AudioCodes, Ribbon).
- Knowledge of Microsoft O365 and Azure environments.
- Experience with integrations between Microsoft Teams and platforms like Genesys Cloud/Connect.
- Understanding of networking concepts for telecom solutions.
- Knowledge of Active Directory, DNS, DHCP, and cloud platforms (Azure/AWS).
- High school diploma (minimum qualification).
- Certifications in Microsoft Teams, Ribbon, or AudioCodes are preferred.
Responsibilities
- Act as the focal point for customer support requests via voice, email, web, or live calls.
- Provide first-line support for system outages, emergencies, and critical issues.
- Perform triage and troubleshooting of hardware, software, and network-related problems.
- Assess customer requirements and recommend appropriate configurations.
- Manage and administer videoconferencing and AV systems.
- Ensure timely resolution or escalation of issues and maintain SLA compliance.
- Maintain accurate and complete documentation through internal ticketing systems.
- Collaborate with internal teams, field engineers, vendors, and partners.
- Participate in UC-related projects including Teams and SBC design, deployment, and upgrades.
- Perform after-hours support when required.
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