Serve as primary contact for customer incidents and service disruptions
Perform advanced troubleshooting across platforms (NICE, Avaya, Microsoft Teams)
Escalate complex issues and drive resolution
Conduct Root Cause Analysis (RCA) for recurring issues
Plan, test, and implement approved changes (patches, upgrades, configuration)
Participate in CAB meetings with impact/risk assessments

🎯 Requirements

Bachelor's degree in technology-related field or equivalent experience
ITIL Foundation certification
Microsoft certifications (MS Teams, Azure Fundamentals/Administrator)
Basic Networking (CCNA-level or equivalent)
Familiarity with CTI integration (Avaya AES, Cisco CTI)
Ticketing systems (ServiceNow, Remedy, ITSM tools)

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