Senior Technical Support Engineer

About Avaya

Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.

The Avaya Infinity™ platform unifies fragmented customer experiences, connecting the channels, insights, technologies, and workflows that together create enduring customer and employee relationships.

We believe success is built through strong connections – with each other, with our work, and with our mission. At Avaya, you'll find a community that values your contributions and supports your growth every step of the way.

Learn more at https://www.avaya.com

Job Information

Job Code: 00255942

Job Family: Services

Job Function: Services Engineering

About Opportunity

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 mentoring lower-level engineers. 

About Responsibilities

• Should be ready to work on any shifts( 24*7) in rotational basis
• Contribute significantly to client satisfaction and interface with clients with defined tasks. Customer communication and satisfaction are the highest priority. 
• Manage Service Request, Incident, Problem and Change Management requests remotely to Global Avaya Maintenance Service, Managed Service and Cloud accounts meeting SLA compliance. 
• Follow prescribed escalation policies to ensure customer outages are resolved with the appropriate time frames. Expected to be process oriented following ITIL practices. 
• Mentor team members based on skill and experience. 

About Requirement

Experience

• Previous exposure supporting global customers, working in 24*7 environment 
• Experience working in a Maintenance Service, Managed Service and/or Cloud environment would be preferred 

Skills & Competencies

• Responsible to Provide Tier-3 level Support for any of below Avaya Contact Center Product stack (Should be experienced in at least 2 of the above listed products): 
  • UC stack - Communication Manager and SM/SMGR 
  • AEP, POM 
  • Application Enablement Services Call Management Server / AIQ / Analytics 
  • Work Force Optimization, Work Force Management 
  • Oceana, WFSE, Breeze 
  • AACC, ACCS 
  • Avaya Control Manager (ACCCM) 
• Knowledge on windows OS, Linux, VMware, basic networking 
• Good understanding of Contact Center products like voice response units, call reporting systems and call routing products. 
• Primarily involved in Incident Management, Problem, Change management & Critical Outages Support. 
• Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting. 
• Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products 
• Linux red hat distributions 
• ITIL knowledge and certification would be an asset 
• In-depth Understanding of Session Initiation Protocol (SIP) 
• Demonstrate understanding of Avaya Aura (CM, System Manager, Session Manager) 
• Demonstrated Oral & Written Communication skills & Team Player. 
• Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc. 

Additional Information

• Full time role servicing Avaya Global Customers. 
• Willingness to work in a 24x7 environment/Night Shift 
• Minimal travel required. 

Experience

Education

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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

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.