Job Description : Provide voice technical support for Microsoft Teams, Zoom Telephony and other cloud PBX solutions. Requires the ability to work with other team members to evaluate symptoms and provide basic troubleshooting of both client and Microsoft Cloud PBX issues.
Utilize technical knowledge and discretion to rapidly determine an appropriate course of recovery action when a problem occurs and escalate to the appropriate team.
Research diagnostic information and pass findings on to more advanced troubleshooting teams. Candidate must have good communication skills, with the ability to interact with end users and other support teams.
Required technical skills : 1-2 years hands on voice communications experience with platforms such as Microsoft Teams, Microsoft Skype for Business (SfB), Lync, Avaya, CISCO, Lucent, Alcatel, etc.
1-2 years IT experience supporting voice messaging / Unified Communications platforms and softphones 1-2 years of experience with carrier management for triage of voice issues, ability to discriminate between a user issue and a carrier problem, and resolution of carrier incidents Familiarity with other Microsoft technologies such as Microsoft Office, Teams, Exchange, and SharePoint Ample experience with triage and networking to determine if a voice issue is single user or multiple user impact caused by a user desktop configuration or a networking issue impacting an entire site Ability to understand Teams and Zoom Telephony Cloud PBX Topology to determine if an issue can be resolved by the voice team or assigned to another DXC team, Microsoft, Zoom, or a carrier for resolution Skill to understand high level architectural drawings that outline the connectivity for branches to access the Microsoft O Teams or Zoom Telephony infrastructure for voice communications capability Well organized and able to participate in small to medium sized projects Ability to learn from senior staff on items such as technology upgrades and new features on the Teams or Zoom platform This is an entry level position and it will be payed accordingly Preferred certifications : Any voice communication certification on any product Microsoft courses on Teams with Direct Routing Associates degree in IT or related field preferred.
Preferred experience / skills : Basic voice communications experience, Service Desk, Microsoft desktop applications