Principal Systems Integrator

Overview

Job Title : Technical Specialist Job Opportunity

About the Role

We are seeking an experienced Technical Specialist to join our team. As a Technical Specialist, you will be responsible for implementing and supporting technical solutions for clients, ensuring they meet customer requirements.

This role involves deploying, managing, and troubleshooting Unified Communications solutions. You will also maintain 24x7 on-call availability for critical issues, analyze and troubleshoot incidents, and ensure complete information is provided before handing over incidents to other teams.

You will be responsible for maintaining transaction logs, assigning incident priorities, tracking SLAs, and providing monthly reports. Additionally, you will provide workarounds and restorations for incidents raised by L1 and Managed Services teams, elevate incidents to L3 (Solution Support and Product Support), and resolve L3 solution defects.

Maintaining application lifecycle, configuring in-scope solutions, managing change requests, and maintaining configuration registers are also key responsibilities of this role.

You will also be responsible for raising product bugs to the Product Support team, installing and deploying patches, implementing backup and recovery procedures, and planning and executing Disaster Recovery (DR) activities.

In addition to these responsibilities, you will provide capacity planning information and maintain documentation.

Responsibilities

• Deploy, manage, and troubleshoot Unified Communications solutions.
• Maintain 24x7 on-call availability for critical issues; analyze and troubleshoot incidents; ensure complete information is provided before handing over incidents to other teams.
• Maintain transaction logs, assign incident priorities, track SLAs, and provide monthly reports.
• Provide workarounds and restorations for incidents raised by L1 and Managed Services teams; escalate to L3 (Solution Support and Product Support) as needed and resolve L3 solution defects.
• Maintain application lifecycle, configure in-scope solutions, manage change requests, and maintain configuration registers.
• Raise product bugs to the Product Support team; install and deploy patches; implement backup and recovery procedures; plan and execute Disaster Recovery (DR) activities.
• Provide capacity planning information and maintain documentation.

Skill Requirements

Desirable Skills

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