Senior Customer Support Engineer, Raniganj

Responsibilities: Installing, configuring, and updating network software, as well as maintaining hardware and network devices. Collaborating with cross-functional teams to ensure successful deployment and integration of network solutions. Provide expert-level support for telephony systems, including troubleshooting complex issues,diagnosing problems, and resolving escalated incidents. Act as a point of contact for challenging technical inquiries and collaborate with other support teams to ensure timely resolution. Engage with telephony vendors and service providers to coordinate support activities, manage service level agreements (SLAs),Create and maintain documentation, including configuration guides, troubleshooting procedures, and best practices for telephony systems. Facilitate knowledge sharing within the support team and across departments to empower users and enhance overall system awareness. Lead the deployment of new telephony solutions and the integration of telephony systems withother enterprise applications, such as CRM (Customer Relationship Management) Monitor telephony system performance metrics, analyse trends, and implement optimization strategies to enhance call quality, reliability, and efficiency. Identify opportunities for system improvements, capacity planning, and infrastructure upgrades tomeet evolving business requirements. Excellent troubleshooting skills, with the ability to analyse complex issues, perform root cause analysis, and implement effective solutions. ensuring the timely closure and renewal of annual maintenance contracts with existing customers Qualification Requirements:Bachelor's degree in Eng, information technology, or similar. Experience on VoIP protocols Experience on Avaya/Telephony products would be an added advantage. At least 5 years' experience as a network support engineer. In-depth knowledge of network infrastructure, architecture, connectivity, and security.Superb analytical and problem-solving skills. Exceptional organizational and time management skills. Excellent communication, interpersonal, and leadership skills, with the ability to collaborate effectively across multidisciplinary teams and interact with stakeholders at all levels of the organization.Willingness to travel to client locations. Should have worked in teams