Resident Technical Support Engineer

Avaya   •  

NH

Industry: IT Consulting/Services

  •  

5 - 7 years

Posted 367 days ago

Resident Technical Support Engineer  

Avaya is seeking a Resident Technical Support Engineer (RE) who will be on-site support for one of our clients in the New Hampshire area.  The candidate will be senior personnel that is fully trained and experienced with Avaya technology within a typical UC and CC Solution and have a minimum of five (5) years of experience. 

Requirements

·         University Degree or College Diplomarequired 

·         Minimum 5 years of actual business experience in a Telecommunication environment with a focus on Avaya IPT and Call Center solutions

·         The candidate will work from our Customer’s location each work day.

·         Comprehensive knowledge of Avaya Aura product line including: Communication Manager, ASM, SMGR, AES, CMS and related peripherals.

·         Background in Avaya CC Elite is preferable

·         Experience and demonstrated proficiency in advanced IPT troubleshooting and isolation.

·         Integration of Avaya products with other 3rd party systems and applications in a contact center environment.

·         Knowledge of interaction of Call Recording Systems to ACD environment specifically Nice.

·         Excellent Microsoft Office Suite skills

·         Excellent communication (verbal/written/presentation) skills are essential.

·         Excellent interpersonal, negotiation and client relationship skills.

·         Demonstrated ability to sustain a high performance while handling multiple priorities under pressure

·         Self-starter, willing to take ownership and work with minimal supervision and able to take direction from Senior Avaya personnel.

Key Responsibilities

·         On-site maintenance and support;

·         On-site repair activities including day to day break/fix trouble ticket resolution;

·         Troubleshooting:

o   Diagnose, isolate faults, and repair Incidents;

o   Follow up on service restoration with root cause analysis of service disruption incidents;

o   Assist with communication, consultation, coordination, escalation and leadership to address major problems; and

o   Open and close trouble tickets as needed;

·         Second and/or third line support and have the ability to help coordinate remote and onsite maintenance activities;

·         Provide after-hours support on an as-needed and reasonable-efforts basis, as negotiated with Avaya;

·         Installation of hardware and software in the IPT Solution;

·         IPT Solution administration;

·         Planning and design activities, such as:

o    Designs and solutions to incorporate Customer’s strategic technology direction, security governance and business continuity;

o   Assist in the defining and determining business and operational project requirements;

o   Identification and recommendations on technology opportunities;

o   Assist in capacity planning;

o   Creation of technical engineering and support documentation;

o   Develop network standards and interfaces to applications;

o   Provide solutions for complex technical issues;

o   Operations, administration, maintenance and provisioning;

o   Recommend modifications as appropriate and assist with implementation of modifications;

o   Implement and test products to include new, or upgrades of, hardware and software; and

o   Configure hardware and software for full functionality;

·         Training, mentoring and general knowledge transfer; and

·         Act as the liaison between the Customer’s operations personnel and Avaya’s customer support, including Account Management and Engineering staff.

Experience

5 - 6 years of experience and a Bachelordegree or equivalent, or 4 years of experience and a Master degree or equivalent

Education

Bachelordegree or equivalent experience

Master degree or equivalent experience.