Digital Voice - Administrator (VC1)

Microland; Mumbai; On-site; INR 400,000 - 700,000; Full time

Job summary

Microland in Mumbai seeks a network professional with Cisco VoIP/PABX administration experience and CCNA Collab expertise. You will manage technology rollouts, document procedures, and coordinate with vendors and internal teams to ensure service reliability.

The role requires strong incident resolution skills, adherence to SOPs, and proactive ticketing with clear handovers for the next shift engineer.

Qualifications

• B.Sc required.
• Experience with Cisco VoIP and PABX administration.
• CCNA Collab / VoIP Certification is advantageous.

Responsibilities

• Technology management for network initiatives and rollouts.
• Identify and resolve network issues; document resolutions in KBs.
• Coordinate with 3rd party technicians and escalate as needed per process.
• Maintain inventory of network equipment and track SLA adherence.

Skills

Technology

Cisco VoIP PABX Administrator

Level 2 Support

Education

B.Sc

Tools

CCNA Collab

ACSS

VoIP Certification

Job description

Education Qualification :

B.Sc

Skills :

Primary -> Technology | Cisco VoIP PABX Administrator - Level 2 Support | 2 - Knowledgeable

Certification :

Technology | CCNA Collab / ACSS / VoIP Certification

Delivery Skills:

1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings.
2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome.
3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalated the ticket to L3 Network SME and support the troubleshooting process if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians.
4. Process Compliance: -

   - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process

   - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report)

   - Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined)

   - Ensure tickets are closed post user/customer communication

   - Maintain inventory of Network equipments and links

   - Constantly track tickets for SLA adherence and elevate on deviations as defined in the process