We are seeking a talented individual to join our CTSS team, a Marsh business. This role will be based in Pune. This is a hybrid role that has a requirement of working at least three days a week in the office.
We will count on you to:
- Provide daily operational support for telecommunications systems including VOIP/IPT, conferencing, voicemail, call queues, user account setup, and mobility requests.
- Perform Move/Add/Change (MAC) tasks for telecommunications and conferencing systems
- Monitor and manage ServiceNow queues and configuration item database, escalating tickets as needed.
- Troubleshoot and resolve basic circuit, user, and routing issues; escalate more complex problems to senior team members or vendors.
- Assist with system maintenance schedules for systems following established procedures.
- Support daily health checks and certify platform functionality and system integrity.
- Maintain documentation and operational information in SharePoint or other repositories.
- Assist with vendor order placement under guidance.
- Coordinate physical moves of voice equipment with Regional Technology Managers as directed.
- Follow incident management processes and escalate issues to meet SLAs.
- Participate in after-hours support on a rotating basis for planned maintenance and emergency troubleshooting.
- Maintain compliance with Marsh Tech security standards and assist in maintaining a secure setting.
- Assist other colleagues on the Voice team as needed
- Collaborate with other teams and vendors to support issue resolution and system improvements.
What you need to have:
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
- Minimum of 6 years of experience
- Experience supporting telecommunications and conferencing systems (cloud-based and on-premise).
- Basic troubleshooting skills for cloud and on premise phone systems, VOIP/IPT, and related communication tools.
- Familiarity with ServiceNow or similar ticketing systems.
- Pro