Looking for L3 Support Engineer (Skype/Lync) for Pune | LYNC Jobs in Pune
To provide 3rd line IT support and resolution on all types of incidents relating Unified Communications reported to the Service Desk from a global customer base to liaise with other support teams and external suppliers to reach a speedy resolution of incidents to respond to major Incidents and alerts, including assisting MIM with the resolution of related Incidents
To prevent Incidents from occurring, and to minimize the impact of Incidents that cannot be prevented using Problem Management methodologies use own initiative to identify areas where service can be improved and then implement solutions to improve service use technical expertise to identify problems with the IT Infrastructure, complete detailed investigations to determine a root cause of the problem then find technical solutions and implement the fix.
To drive to decrease the number of calls received by the Service Desk by sharing information, updating existing knowledge and writing new knowledge documentation to provide navigational and operational help for a wide range of Barclays processes, procedures, and IT systems to work with the Release Management Team to assist with the transition into support for new functionality & services
To improve service through effective use of Change Management
To achieve performance objectives and targets including Service Level Agreements (SLA), Performance Development (PD) and service availability targets
To produce management information detailing performance against Key Performance Indicators (KPI) underpinned by Critical Success Factors (CSF)
To drive forward the continuous improvement of the department by championing change and driving service improvements
To identify enhancements to current processes and procedures to meet/exceed customer expectations.
To create, manage and implement Change according to relevant Change Control procedures.
To participate in a 24/5 shift based rota
To participate in the on-call support rota (24/7)
To perform daily checks, ensuring that the infrastructure supported by the Unified Communications team is performing to agreed service levels
To participate in DR Testing exercises at the request of IT Service Continuity Management (ITSCM)
To support the development and training requirements of existing staff & new starters
Confidence to deal with demanding customers and to positively influence them
Ability to adapt quickly and to demonstrate a flexible approach
Excellent Interpersonal skills
Excellent organization and prioritization skills
Respond to the needs of our customers, colleagues and UC and Rich Media Services Leadership Team.
Ability to work with internal and external stakeholders & suppliers
Ability to communicate and document processes clearly and at the right level for the audience
Embrace change and creative solutions
Manage work activity and work collaboratively on projects
Comply and adhere to all control standards and procedures
Own work activity through to conclusion
Identify opportunities to improve systems and processes
Knowledge & Experience
Knowledge of IT Infrastructure/end-user computing, preferably gained within an enterprise scale infrastructure organization.
Experience Required in Unified Communication Technologies
ITIL v3 Foundation Qualification
Experience required of Mobile Smartphones & Tablets & how they are utilized and provisioned in a corporate environment Knowledge and experience of Bring Your Own Device (BYOD) in a corporate environment
Technical knowledge in desktop operating systems & servers
Relevant years experience of providing end user support
Hands on experience of producing support processes & procedures documentation
Essential Skills/Basic Qualifications:
Skype for Business Operational
MS Teams Operational
Conferencing and Voice Technologies
Both Linux and Windows Operating Systems
Scripting languages, including Powershell
ITIL Foundation Directory
Android/iOS Platforms /iTune
Desirable skills/Preferred Qualifications:
Other unified communication technologies
Cisco IPT/ Call Manager
Salary: Not Disclosed by Recruiter
Industry: Banking / Financial Services / Broking
Functional Area: IT Software – Application Programming, Maintenance
Role: Technical Support Engineer
Employment Type: Permanent Job, Full Time
Resource Solutions India Pvt Ltd
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards, and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.
Our two clearly defined divisions, Barclays UK and Barclays International, provide diversification by business line, geography, and customer, enhancing financial resilience and helping to contribute to the delivery of consistent returns through the business cycle. We have a strong core business with exciting prospects, well positioned to deliver long-term value for our shareholders
Contact Company: Resource Solutions India Pvt Ltd
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