Messaging Services Advisor (MS Teams & Zoom)

• A customer-centric approach with a focus on delivering high-quality support.
• Strong verbal and written communication skills with the ability to explain technical concepts to end users Understanding their requirements and creating a positive client experience throughout the total client journey.
• Individuals understand their own area and can perform all facets of their role. Good analytical excellent communication and problem-solving skills - Energetic self-motivated and self-sufficient in accomplishing tasks.
• Works on abstract and complex problems requiring evaluation of intangible variables.
• Integrates trends data and information into plans deliverables and recommendations.
• Provides advanced technical support within area of expertise to clients on complex integration issues and escalation.
• Participates in troubleshooting and resolution of client problems using integrated data processing and communication solutions.
• Regularly exercises discretion and independent judgment on technical matters.
• Good working knowledge and demonstrated ability utilizing systems tools and procedures to accomplish job.
• Builds deeper understanding of processes procedures customers and organization
• Flexibility to adapt to changing technologies and environments with a proactive approach to continuous learning

Technical Skillset-
Experience and knowledge of the following technologies:

• MS Teams
• Direct routing Enterprise voiceo Creating and routing of Zoom Telephony
• Management of DID services will be done using available tools in Zoom
• Manage Zoom and MS Teams that reside in a cloud environment or obtained as a hosted Service
• Zoom admin with hands on experience in managing organizations video conferencing infrastructure user accounts and security policies. They provision users oversee hardware setups (like Zoom Rooms) enforce compliance and provide technical support.
• Managing user and license management ensuring security and compliance protocol managing and troubleshooting hardware and zoom rooms monitoring call quality generation and tracking performance reporting using zoom admin dashboard to optimize user experience.
• MS Teams administrator Direct routing with MS Teams / MS-teams PSTN Direct routing. Configuring and Managing Direct Routing in Microsoft Teams
• Manage team and channels in Microsoft Teams Audio conferencing users
• Intermediate knowledge of IP Telephony
• Knowledge of Server and Networking principles pertaining to enterprise environment
• Performs maintenance on existing operating systems.
• Evaluates engineers tests recommends and implements secure infrastructures.
• Acts as a resource for system escalation issues.
• Documents platform standards and processes for ongoing operations.
• Gathers business requirements for system design and validates recommended solution for Change Management.
• Schedules and coordinates installation and maintenance of software/hardware on the network and ensures compatibility of all communications and computer hardware/software.
• Performs root cause analysis on failed components and implements corrective measures.
• Provides ongoing information to leadership customers and peers regarding enhancements innovations and solutions.
• Responsible for following company specific systems engineering standards.
• Acquisitions: Add acquisitions messaging environment under NTT Data Services planning development and sustaining included in this process.
• Executive support escalations: 20-30% time consuming work per week most client/outlook remote access troubleshoot feedbacks.
• RCA for high severity issue CRQ Deployments during weekends and holidays.
• On Call Support: shift for all required work and done during weekends.
• Provide Technical Documentation and training to L1 and Service desk.

Requirements

• Bachelors degree in computer science Engineering or related field.

• 8 years of experience MS Team & zoom administration.

• Microsoft Teams certification preferred.