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Position

Network Voice Support

Company
Company
Wipro Limited
Place
Tokyo, Japan
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Added: March 21, 2024

Responsibilities / Technical skills: JD :

Experience in various networking products such as routers, switches, IPT and Video servers

Responsible for delivery of voice infrastructure services in complex, very large global enterprise environments.

Requirements include supporting a redundant, centralized Unified voice environment servicing customer operation.

Native Japanese (or JLPT 1st/2nd level) is mandatory along with basic English speaking & Writing ability


Responsibilities

•Work on Incident Management and Standard service requests

•Cisco Unified Communications (UC)

•Cisco CUCM /Unity connection/Video servers administration

•Resolving complex incidents and problems.

•Voice issues tracking, open tickets updates in Japanese language.

•Incident & Problem Management

•Knowledge Management

•Change Management

•CMDB & CI Asset configuration/administration

•Monitoring & Alarms (Network Operation Activities)

•Major Incident (MI) handling and Root Cause Analysis (RCA)

• Responsibilities will include supporting End customer with Technical support / Queries.

• Resolve client /customer issues in an efficient and timely manner within the SLA.

• Need to be able to clearly guide them through a solution or walk-through of our products and features.

• Knowledge of ITIL (optional)

• Tool knowledge (Service Now, Knowledge Management)

• Handling of Operational Process Description (OPD) from customer

• Setting up a meeting with end user and clients to troubleshoot the issues.

• Preparing monthly billing / network performance parameters reports in Japanese language.

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