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Associate - IPT


Hyderabad, India

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Associate will be handling MACDs ticket life cycle and tier 1.5 support of IPT infrastructure of AT&T clients.

Roles and Responsibilities:

• Provide Tier 1 and 1.5 support to end users.
• Utilizes good troubleshooting skills to quickly provide quality solutions for customer issues
• Monitor ticket queue and respond with in pre-defined SLAs.
• Perform MACDS with in stipulated time and SLAs.
• Responsible for preparing reports for management and client.
• Responsible for keeping the project SharePoint portal/file share up-to-date
• Provides timely updates to customers/team members

Key Competencies and Skills:

Candidates must meet most of the following criteria:
• A logical mind-set and a passion for problem solving
• Ability to work in 24/7 environment (Morning shift, Afternoon Shift, Evening shift, Night Shift based on the business need)
• Minimum 2+ years of experience in L1/L2 support.
• Strong experience handling MACDS in Cisco call manager 8.x to 11.x, voice gateways, Avaya Commination servers and media gateways.
• The Candidate should be ready to work in 24*7 shift Operations.
• The candidate should have high level of communication (verbal and written) skills in English language.
• Avaya UC product experience will be an added advantage.

Education and Qualifications:

* Engineering/ Graduation/ Diploma/Equivalent in Computer Science.
* Preferably CCNA Voice or Avaya certification etc.