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Technical Support Engineer

Date:  Jun 26, 2022
Location: 

Glen Burnie, MD, US

Requisition ID:  32872

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.

ABOUT THE OPPORTUNITY

This position will be remote but applicants must be located within driving distance of Columbia Maryland.  Applicants must already be located in the U.S. and within driving distance to the location.  Roles are not eligible for sponsorship. The Network Operations Center (NOC) is tasked with monitoring internal/customer network components, perform troubleshooting for incidents as needed and in charge of ensuring that customer product services, software and applications related works properly. We are a team oriented, and results driven NOC with a drive to work collectively to meet the needs of our customers efficiently and effectively. To be successful in this role you will have attention to detail, be a self-starter, fast learner, and possess a strong interest to grow in the Networking/Systems/Engineering Information Technology fields.  

 

#LI-LD1 

ABOUT THE RESPONSIBILITIES

•    Perform hourly health checks. 
•    Conduct daily functionality testing for all customers.
•    Accurately generate daily incident/change control ticket report.
•    Accurately generate and upload monthly change/incident/registration report for each customer.
•    Monitor/identify customer network alarms and escalate critical items accordingly through following most recent documented process.
•    Efficiently and accurately convey change control correspondence to customer for all scheduled changes.
•    Efficiently and accurately perform post change control health checks for specified customer.
•    Receive/enter tickets into SNOW or Siebel ticketing system to be escalated to Cloud Service Engineers.
•    Receive/enter MACDs into SNOW or Siebel ticketing system, assign to Software Development Team.
•    Identify problems, document, and escalate to next level of support. Track status, inform, and escalate tickets as necessary to ensure compliance of all service level agreements (SLA’s) and expectations of Client.
•    Provide prompt and accurate services with regards to status of Incident or Change requests to our customers. 

ABOUT THE REQUIREMENTS

EXPERIENCE:

•    Experience in use of a trouble ticket system is desirable.
•    Any industry qualifications, particularly experience directly with Avaya Blue, Avaya Red or VoIP technology, is highly desirable.

 

SKILLS & COMPETENCIES:

•    Customer service oriented with attention to detail. 
•    Team player, with demonstrated willingness to learn and progress.
•    Ability to provide clear and concise client support with regards to operation of the phone system, as well as best practice instructions to end users.
•    Maintain a working understanding of the US Secure Delivery Platform.
•    Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps.
•    Demonstrate strong organization and prioritization skills, including pro-active tracking of open issues.
•    Strong communications skills both written and oral, including remote customer support via technology and through use of the telephone.
•    Ability to create clear and accurate documentation of activities through trouble logs, trouble ticket systems, and through use of email technologies.

Preferred but not required:
Splunk, SNOW, Nortel, Cisco, Avaya, RiverBed, BGP, Wire Shark, BGP, MPLS, IPv6, NAC, HSRP, LAN, WAN, DHCP, VMWARE, Load Balances, Acme, VoIP, SBC, SIP, Firewalls, CheckPoint, Palo Alto3 
Understanding of basic Networking Protocols and Troubleshooting
Experience with telephony, VoIP and/or Data Systems
Excellent customer service skills

 

ADDITIONAL INFORMATION:

•    This position is specific to overnight shift working hours but will require 1-3 months of an 8-4am EST day shift training.  After training, work hours will be 4 days of 10 hour shifts from 10 pm - 8 am EST and the scheduled days will be Tuesday through Friday.

 

EDUCATION/QUALIFICATION:

•    The individual must have 1-5 years of direct experience with configuring, installing, troubleshooting, and analyzing internetworking voice equipment, or experience with Network monitoring applications or related field experience. 

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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. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf