Job Description
Job Title
JOB DESCRIPTION
Engineer Service Delivery (L1 Voice)
Location: Mumbai (Work from Office)
Department: GNOC
Experience: 01 Year
Shift: 247 Rotational Support
Job Summary
We are looking for a motivated Engineer Service Delivery (L1) to support enterprise Voice and Unified Communication platforms. The candidate will be responsible for first-level incident handling, monitoring, and troubleshooting while ensuring SLA-driven support in a 247 operational environment.
Required Technical Skills
Strong foundation in IT / Telecommunications (Degree/Diploma preferred)
Basic understanding of PBX and Avaya systems (Avaya certification is an added advantage)
Understanding of IP Telephony and VoIP fundamentals
Basic knowledge of networking concepts (TCP/IP, VLAN, Routing basics)
Familiarity with ticketing tools such as ServiceNow (preferred)
Soft Skills
Strong troubleshooting and analytical mindset
Good reasoning and problem-solving abilities
Effective verbal and written communication skills
Client-focused and service-oriented approach
Ability to work in a team and handle pressure in SLA-driven environments
Key Responsibilities
Provide L1 support for Avaya Communication Manager, Session Manager, and related voice applications
Monitor and manage incidents via ServiceNow, ensuring timely updates and SLA adherence
Perform initial diagnosis, basic call trace analysis, and escalate issues to L2/L3 teams when required
Handle user requests such as extension creation/modification, call routing, hunt groups, and voicemail configuration
Perform proactive monitoring of trunks, gateways, and voice infrastructure
Coordinate with internal teams and stakeholders for issue resolution
Support scheduled maintenance activities and documentation updates
Ensure adherence to SOPs, compliance standards, and defined service processes
