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Administrator - Cisco Unified Communications at HCLTech · Noida
Skills
Job Description
Job Summary
Key Responsibilities Support for Zoom Meetings and Zoom Phone in an enterprise environment. Troubleshoot issues related to meeting join failures, audio/video quality, disconnects, client issues, device compatibility, and network/QoS impacts. Support Zoom Phone calling features (as applicable): number assignment, call routing, call queues, auto receptionist/IVR, user provisioning. Handle SIP calling issues impacting Zoom Phone (in coordination with SBC/Carrier teams as needed). Work on Incident/Problem/Change tickets; provide RCA for recurring issues and drive preventive actions. Coordinate with network/security teams on firewall/NAT, TLS/SRTP, and connectivity issues.
Key Responsibilities
- Provide Technical Support And Guidance By Diagnosing And Resolving Issues Related To On-Premise Cisco Collaboration Systems, Ensuring Adherence To Quality Standards And Regulatory Requirements.
- Conduct Root Cause Analysis For Escalated On-Call Incidents, Implementing Corrective Actions To Prevent Future Occurrences And Enhance System Reliability.
- Contribute To Knowledge Management By Updating And Managing The Knowledge Base, Facilitating Knowledge Sharing Sessions, And Training New Analysts To Improve Team Competency.
- Independently Resolve Support Tickets Within Agreed Service Level Agreements (Slas), Ensuring Timely And Efficient Handling Of Ticket Volume And Complexity.
- Enhance Customer Satisfaction By Achieving High Rates Of First Call Resolution And Minimizing Case Reopens, Fostering A Positive Customer Experience.
Skill Requirements
Hands-on support experience on Zoom Meetings and Zoom Phone. Strong troubleshooting skills around call quality (latency/jitter/packet loss), client diagnostics, and connectivity. Understanding of SIP/RTP basics and enterprise voice fundamentals.
Other Requirements
4+ years overall (with strong UC experience)