Technical Specialist

1 Month ago • All levels

Job Summary

Job Description

The Technical Specialist will provide technical support for CISCO IPT and Avaya systems, including EPABX, recording solutions, call management systems, and voice mail. Responsibilities include on-site preparation, hardware/software installation, maintenance, configuration management, and coordination with vendors. Daily tasks involve administration and maintenance of IPLC & Domestic Phones, CMS, and Nice recording solutions. The role also includes first-level voice phone support, cabling assistance, and phone configuration. Additionally, the specialist will implement end-to-end voice network infrastructure, coordinate with teams for new process requirements, manage inventory, and troubleshoot alarms and errors. Furthermore, the specialist will be responsible for backing up systems, configuring and monitoring E1/T1 and SIP links, managing messaging systems, and supporting users. They will also handle CDR system administration, coordinate with Avaya Global Connect, and manage headset allocation. The role also requires providing support for on-call escalations, resolving tickets within SLAs, adhering to quality standards and company policies, updating knowledge base and training. The goal is to ensure positive customer experience.

Must have:

Provide technical support for CISCO IPT and Avaya systems.
Administer and maintain CMS and Nice recording solutions.
Provide first-level voice phone support.
Troubleshoot alarms and errors in communication servers.
Configure and monitor E1/T1 and SIP links.
Manage and monitor various splits and analyze usage.
Coordinate with telecom for voice-related issues.
Provide round-the-clock user level support.
Handle CDR system administration.
Update knowledge base and train freshers.

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Job Details

Job description:

CISCO IPT
Providing Technical Support on Avaya s EPABX Standalone, Enterprise and Local Survival (ACP120/ACP130, DL360,8400), Recording Solutions (Nice), Call Management System (CMS), Voice Mail, SIP and taking care of other telecom servers and activities.
Checks on site preparation for new process, HW/SW Installation, maintenance, Logistics support, configuration management, co-ordination with respective vendors, log generation, patch upgrades etc. Whatever plans are suggested are then approved by the Customer (Technology Manager).
Daily Administration and Maintenance of IPLC & Domestic Phones
Administration & maintenance of CMS system & at the same time Support the application for generations of various process reports
Administration & Maintenance of Nice recording solutions like creation of ids, queries generation, recorded call retrieval into various voice formats, schedule recordings according to the recording solutions present on site
First Level support for all the Voice phone installation. Once the installation is done in coordination with Desktop team, testing of the installed component is done & signoff is taken from the User who had put this request.
Any kind of assistance, planning or instructions required for necessary cabling and termination work.
Configuration of large number of Avaya phones for a process if there is a change in operation in a Bay / block / floor.
As part of the Technology team responsible for implementation of end-to-end Voice network infrastructure for call center business.
Co-ordination with Necessary teams for New Process requirements and existing process Ramp-ups.
Need to keep track of Inventory for all Voice related equipment.
Checking the daily alarms and errors of Avaya communication server, CMS and troubleshooting the alarms and errors according to process. If needed, follow the Escalation matrix to get the issue resolved at the earliest.
Taking Backup of Various systems like CMS / Servers of Recording Solutions / Database backup etc. as per the schedules & checklists.
Configuration, Testing and Monitoring, of E1/T1 Links and SIP links. (By keeping checks on the health of the Trunks in the Checklist)
Administration and Maintenance of Messaging System.
Addition/deletion of phones/extensions and ensure smooth operations.
Customization/programming of phones/extensions to call center agents.
Addition/deletion of Agents in different skill groups.
Creation of Hunt groups, VDNs and Vectors.
Management & Monitoring of various splits and analyzing the usage.
Monitoring of CTI links which are linked to Recoding Servers of Various Process.
Coordination with telecom team for solving voice related issues e.g., call drops and voice quality problem.
Round the clock user level support e.g., helping the user how to use Avaya telephone. How to login How to logout etc.
Deletion of Agent Id s and bumps off agent on daily basis as & when required by Process.
Administration & maintenance to be carried out on CDR (Call detail report) System, which is used for billing purpose (IPLC / Local Extension) & reports for various Departments present in the Organization.
Co-ordination with Avaya Global Connect for all voice related issues.
Co-ordination and maintaining inventory for headset allocation to Operations
Monthly Patch Management of Nice Server in coordination with support partner

To provide support for on call escalations and doing root cause analysis of given issue
To independently resolve tickets within agreed SLA of ticket volume and time
To adhere to quality standards, regulatory requirements and company policies
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
To ensure positive customer experience and CSAT through F