IT Service Professional Modern Workplace Services

Responsibilities:

• Provide L2 support for Microsoft Teams Voice / Teams Telephony.
• Troubleshoot voice, calling, connectivity and call-quality issues.
• Support Cisco CUCM and CUBE environments.
• Troubleshoot SIP-based telephony, VoIP and voice gateways.
• Analyze and troubleshoot end-to-end call flows and call routing.
• Manage voice infrastructure, configurations and related incidents.
• Support Teams Phone features, policies and configurations.
• Handle incidents and service requests using ITIL/ticketing processes.
• Coordinate with global teams and vendors for complex voice issues.
• Document troubleshooting procedures and contribute to knowledge management.

Must Have

• Strong experience in Unified Communications / Voice / Telephony.
• Hands-on experience with Cisco CUCM.
• Experience with Cisco CUBE / Voice Gateways.
• Strong understanding of SIP / VoIP.
• Good understanding of call routing and end-to-end call flow.
• Experience in voice troubleshooting and infrastructure support.