Technical Specialist
HCLTech
- Noida, Uttar Pradesh
- Permanent
- Full-time
HCL has an excellent opportunity for a UC/Incident Management Voice Operations person who will be responsible for delivering IT support and services to all end users of the Cisco UC platform (CUCM, UCCE, Cisco IPT hard phones and Cisco Jabber).
Job Description:-
Skills:-
Cisco UCM/UCCE, General Unified Communications, Troubleshooting/Triage Cisco UCM/UCCE incidents, Cisco Jabber, Cisco IPT, Service Now Incident Management, Second Level Remote support, Verbal communications.
Responsibilities:-
Responsible for delivering IT support and services to all end users of the Cisco UC platform (CUCM, UCCE, Cisco IPT hard phones and Cisco Jabber).
Independently resolve Service Now tickets within agreed SLA of ticket volume and time
Work on value adding activities such as Knowledge base update and management.
Provide positive customer experience through ticket resolution and minimum reopened cases.
Provide triage/ troubleshooting problem diagnosis and resolution via telephone for end users issues with use of on-premises Unified Communications (Cisco Platform CUCM/UCCE/Hard Phones/Jabber softphone).
Maintains and continues to develop breadth of knowledge in Unified Communications (Cisco Platform CUCM/UCCE/Hard Phones/Jabber softphone)
software engineering topics, including classes, functions, security, containers, version control, CI/CD, and unit tests
Maintains and continues to develop breadth of knowledge in Unified Communications platforms, solutions, and environments, including but not limited to Cisco, AWS, Zoom, and Microsoft Phone.
Develops understanding of client specific user experience best practices and applies industry experience and expertise to introduce innovation and efficiencies.
Share knowledge with team members and other teams to enable cross-functionality.
Identify and share improvement opportunities with third-level teams based on interactions with end-users.
Develop and mature relationships with client teams and other HCL teams to improve overall quality and effectiveness of solutions.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases