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Secondary Technical Support Engineer

Date:  Feb 20, 2021

Baltimore, MD, US

Requisition ID:  29500

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.


We currently have a requirement for a Senior Support Engineer. This position will support a large government agency with over 1500 offices and 100k users nationwide. The Senior Support Engineer monitors and troubleshoots an Avaya VoIP solution. This position is located in Baltimore, MD.


An individual contributor who provides expert post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Acts as the SME for complex issues and is the internal representative in critical escalations. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols.  Works with management and teams to implement. Displays expertise in industry protocols , solutions and customer situational management. Independently works on problems of diverse scope. May include lab management , mentoring lower level engineers, project management.


  • Day to day responsibilities include the monitoring and troubleshooting of an Avaya Communications Solution.
  • This includes using such tools as Windows Desktop solutions.
  • Interacting with customer representatives.
  • Interacting with tier 4 technicians to determine solutions to issues.
  • Updating tickets.



Knowledge with any, or all of the following is preferred: Avaya System/Session Manager, Communication Manager (CM), Avaya Contact Center (AACC), SIP/DS3s, NetIQ, Avaya Experience Portal, Firewall and Switch technology.


Knowledge with the following is required: Avaya System/Session Manager, Communication Manager (CM), VoIP/SIP. Knowledge with the following is preferred: Avaya Contact Center (AACC), CC Elite, SIP/DS3s, NetIQ, Avaya Experience Portal, Firewall and Switch technology.


Full time position.


A two year college degree or certifications in the above technologies are preferred, or 5-10 years’ experience in VoIP and SIP technologies or Avaya technical support experience may be considered.


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).

Nearest Major Market: Baltimore