Technical Specialist
Mexico City, CMX, MX
ABOUT AVAYA
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at www.avaya.com.
ABOUT THE OPPORTUNITY
An individual collaborator who provides onsite support of systems in production subsystems and/or software and/or hardware applications to customers or field personnel using remote and telephone diagnostic capabilities. Provides support for equipment in production, system configurations and updates for medium complexity end users through basic troubleshooting. Includes support for third-party products. Analysis symptoms, records, and data necessary to solve problems of medium complexity. Propose and oversee the implementation of solutions for non-routine incidents reported by customers to ensure the situation is resolved. You can proactively monitor downstream effects as a result of the solution. It may highlight other issues. ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc. Works with limited guidance on process within defined criteria.
PRIMARY RESPONSIBILITIES
• Proficient in maintenance of Avaya communication systems including IP/SIP Systems, based technologies converged systems and Contact Centers Solutions.
• Provides customer with remote support regarding Avaya Aura Communication Manager, Avaya Session Manager, Avaya System Manager, Media Servers, IP Office, Avaya provisioning software and IP networking. Recording Systems or CC products AES, CMS, Experience Portal, Predictive Dialers
• Ability to diagnose trouble on SIP environments / system integrations.
• Ability to troubleshoot IP/SIP telephony environments, IP protocol traces and integration products
• Ability to support Voice over IP, end points and trunks
• Ability to support contact center applications
• Troubleshoot connectivity issues to peripheral/adjunct equipment such as CMS/IVR/Experience Portal/EMMC/AES / Recording systems
• Understanding of Call Centers; able to edit vectors to adjust Call Center flows and productivity
• Interface with other vendors, Carrier Service providers, 3rd party manufacturers
• Performs moves, adds and changes for customers when needed.
• Ability to work effectively with co-workers and fulfill customer requests in English Language
• Ability to clearly define and explain technical issues
• Will be required to be on call
• Willing to learn new technologies and new products.
Tasks:
• Identifies, analyzes, and resolves incidents on Customer environment
• Identifies, analyzes, and resolves problems with Avaya Equipment installed at Customer site.
• Provide break-fix remote support.
• Contribute significantly to client satisfaction and interface with internal areas to defined tasks
• Operate in an ITIL model.
• Contribute actively to meet SLA and other contract requirements
• Escalate unresolved issues to level 3 and level 4 as required through standard escalation process.
ABOUT YOU
EXPERIENCE:
• Bachelor’s degree in a technical field; Telecommunications, Electrical Engineering, Computer Science, or equivalent related technical experience.
• Demonstrable experience managing basic level Operating Systems, Data Bases, HTML protocol, Network systems and communications protocols.
• Experience in VoIP and SIP technologies or Avaya technical support experience may be considered.
• Experience working with Avaya related products and services desired
SKILLS & COMPETENCIES
• Ability to basic troubleshooting in networking with TCP/IP and SIP protocols network
• Understanding of digital/IP telephony and VoIP principles
• Identify problem, analysis of logs and data required to resolve product issues of High complexity.
• Ability to basic troubleshooting in Voice communications systems and Contact Center.
• A general understanding in voice platform peripherals and how they connect to voice infrastructure (such as IVR, CTI, Dialers, call recording and other voice applications)
• Strong communication skills required.
• Understanding of QoS (Quality of Service) and OSI model
• knowledge of Operating Systems Linux and Microsoft Windows familiarity with command Line
• Basic understanding of IVR systems.
• Experience providing Technical Support Services at a Tier 1,2 level in a 24/7 environment.
• Experience providing installing, supporting or Administration Avaya products. (preferred)
BENEFITS
Well-Being We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.
Recharge & Refuel We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.
Continuous Learning Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.
Growth & Development A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.
Giving Back We recognize Avayans for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.
FOOTER
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf). #LI-PF1