Technical Support Engineer

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.

The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

• Responsible for administrating and providing support of hardware systems, sub-systems and/or applications for an assigned customer utilizing different diagnostic capabilities. 
• Supports and implements complex end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation. 
• May include supporting 3rd party products. 
• Critical problem solving related to VoIP, IP endpoints, PBXs, licenses, FW upgrades, circuit boards, Linux, etc. 
• This is a Dedicated Technician support position. 
• Requires exercise of independent judgment and discretion. 
• Provides solutions to a diverse range of moderately complex problems. 
• Requires +2 years’ experience or substantially same technical knowledge level acquired through combination of work experience and formal instruction.
   

ABOUT YOU

•    LAN switching experience.
•    Familiarity with LAN/WAN VoIP configurations including QOS configurations.
•    Knowledge of some Ayaya products such as CM, AES, CMS, Gateways, WFO, VP, SBC, etc.
•    Good knowledge handling tools such as packet analyzer (WireShark) and desirable protocols analyzer.
•    Call Center applications support experience. 
•    Communicate effectively (verbal & written) with all levels of customer contacts, management, users, and external support vendors.
•    Work experience and willing to learn.
•    Team oriented and self-sufficient, able to perform duties under pressure.
•    Capable of providing resolutions with common sense.
•    Works with limited guidance.
•    English (Intermediate level command)  
•    Working schedule: Monday to Friday from 09:00 to 18:00 Hs and availability on call.
 

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