Noida, Uttar Pradesh
Job Summary

VIDEO/TELEPRESENCE L2 : 6+ Years of relevant experience in Microsoft Teams Telephony & DDI Administration to support and operate an enterprise telephony environment built on Microsoft Teams Room, AudioCodes SBCs, and PSTN/DDI integration. This role will focus on day-to-day administration, configuration support, incident troubleshooting, monitoring, and service request fulfillment across the enterprise voice platform. The environment includes Microsoft Teams as the core telephony platform, integrated with centrally deployed AudioCodes SBCs in HA mode, PSTN connectivity, and MediaPack-based analog device integration. The role will also support DDI lifecycle management, Teams voice features, and coordination with internal and external stakeholders including telecom providers, OEM TAC teams, and network teams.

Key Responsibilities
1. Provide Advanced Technical Support And Troubleshooting For Video/Telepresence And Mecm, Performing Root Cause Analysis To Identify And Implement Effective Solutions For Complex Incidents.
2. Develop And Manage A Knowledge Base By Documenting Solutions And Best Practices, Contributing To Training Programs For New Analysts And Sharing Insights With The Support Team.
3. Resolve Complex Support Tickets Within Agreed Slas,



Collaborating With Cross-Functional Teams To Ensure Seamless Operation And Enhance Security Posture.
4. Ensure Adherence To Quality Standards And Regulatory Requirements While Implementing Company Policies In All Support Operations.
5. Drive Customer Satisfaction By Achieving First Call Resolution, Minimizing Case Reopens, And Proactively Addressing Security Threats.
Skill Requirements
1. Advanced Proficiency In Video/Telepresence Technologies And Mecm.
2. Robust Analytical Skills With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
3. Familiarity With Itil Frameworks And Best Practices In Support Operations.
4. Excellent Communication Skills, Both Written And Verbal, For Effective Collaboration With Team Members And Customers.

Other Requirements
1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable).
2. Itil Foundation Certificate In It Service Management (Optional But Valuable)
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