Evaluate the customer’s business demands and transform these into an abstract,
than into a business model. The main duty of a Functional Consultant is to transfer
external know-how to the client. He must understand the processes, identify defects
and adapt to the client’s business needs.
Job Description:
• Serves as the HP Level 3 Support
• Collaborates with the HP Level 1 and 2 Support team
• Participates in the knowledge transfer and transition phases
• Perform the following Operations support functions for the UC Lync Voice service
• Provide third level Deep Technical Support for the Microsoft Lync IM, Presence
and Enterprise Voice features including SBA and Emergency Notification
Services. Interact regularly with other UC and Platform support teams.
• Perform Change Supervisor and Implementer role
• Support deployment, on-boarding and refresh activities (Release to Production/
Acceptance)
• Support Problem Management activities
• Maintain/enhance troubleshooting reference material and instructions
• Perform incident troubleshooting, escalation and service restoration activities
when escalated to.
• Perform technical reviews for proposed changes and perform the Change
Implementer role for complex or high risk changes.
• Responsible for all turnover to production activities required for to support
deployment and on-boarding for UC Lync Voice service.
• Engage Microsoft Tier 3 support and 4th Level (Engineering Support), as
needed.
• Provide technical leadership for Priority 1 and 2 incidents or lower priority tickets,
when escalated. Support/comply with all applicable incident management KPI’s.
• Must be able to concisely and accurately document incident related activities and
known errors and have good verbal communication skills.
• Provide support for Problem Management and technical oversight for the UC
Lync Voice Service.
• Interact and collaborate with other support teams for services that are
integrated with the UC service such as Managed SIP Trunking, RTC (Real-Time
Collaboration), Messaging (Exchange) and VPC (Virtual Private Cloud).
Education and Experience Required:
• Candidates must have at least a Bachelor's/College Degree in Computer
Science, Computer Engineering, Electrical Engineering, Management
Information Systems or equivalent experience.
• Need individual with 5 to 7 years’ experience supporting VoIP technologies/
applications or traditional voice/PBX configurations. At least 2 years of
experience supporting Windows servers and Microsoft applications.
• candidate will with Microsoft certifications for Windows 2008 and Lync 2010 or
2013 is a PLUS
Knowledge and Skills Required:
• Windows 2008 R2 Enterprise Edition
• Lync 2010 or 2013 (Standard and Enterprise Edition) or comparable UC solution
such as Cisco, Avaya Aura, etc.
• HP Servers (DL380 G7 servers are current design)
• SIP protocol and Oracle ACME Packet or Sonus session border controllers
• Audiocodes or Sonus voice gateways
• Strong in service support operations.
• Background in Change and Release Management is a plus.
• ITIL Practitioner certified and/or extensive experience in ITIL processes is a plus.
• Is strong in written and oral communication.
• Can work remotely with his peers/team.
than into a business model. The main duty of a Functional Consultant is to transfer
external know-how to the client. He must understand the processes, identify defects
and adapt to the client’s business needs.
Job Description:
• Serves as the HP Level 3 Support
• Collaborates with the HP Level 1 and 2 Support team
• Participates in the knowledge transfer and transition phases
• Perform the following Operations support functions for the UC Lync Voice service
• Provide third level Deep Technical Support for the Microsoft Lync IM, Presence
and Enterprise Voice features including SBA and Emergency Notification
Services. Interact regularly with other UC and Platform support teams.
• Perform Change Supervisor and Implementer role
• Support deployment, on-boarding and refresh activities (Release to Production/
Acceptance)
• Support Problem Management activities
• Maintain/enhance troubleshooting reference material and instructions
• Perform incident troubleshooting, escalation and service restoration activities
when escalated to.
• Perform technical reviews for proposed changes and perform the Change
Implementer role for complex or high risk changes.
• Responsible for all turnover to production activities required for to support
deployment and on-boarding for UC Lync Voice service.
• Engage Microsoft Tier 3 support and 4th Level (Engineering Support), as
needed.
• Provide technical leadership for Priority 1 and 2 incidents or lower priority tickets,
when escalated. Support/comply with all applicable incident management KPI’s.
• Must be able to concisely and accurately document incident related activities and
known errors and have good verbal communication skills.
• Provide support for Problem Management and technical oversight for the UC
Lync Voice Service.
• Interact and collaborate with other support teams for services that are
integrated with the UC service such as Managed SIP Trunking, RTC (Real-Time
Collaboration), Messaging (Exchange) and VPC (Virtual Private Cloud).
Education and Experience Required:
• Candidates must have at least a Bachelor's/College Degree in Computer
Science, Computer Engineering, Electrical Engineering, Management
Information Systems or equivalent experience.
• Need individual with 5 to 7 years’ experience supporting VoIP technologies/
applications or traditional voice/PBX configurations. At least 2 years of
experience supporting Windows servers and Microsoft applications.
• candidate will with Microsoft certifications for Windows 2008 and Lync 2010 or
2013 is a PLUS
Knowledge and Skills Required:
• Windows 2008 R2 Enterprise Edition
• Lync 2010 or 2013 (Standard and Enterprise Edition) or comparable UC solution
such as Cisco, Avaya Aura, etc.
• HP Servers (DL380 G7 servers are current design)
• SIP protocol and Oracle ACME Packet or Sonus session border controllers
• Audiocodes or Sonus voice gateways
• Strong in service support operations.
• Background in Change and Release Management is a plus.
• ITIL Practitioner certified and/or extensive experience in ITIL processes is a plus.
• Is strong in written and oral communication.
• Can work remotely with his peers/team.