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Senior Technical Support Engineer

Date:  Jun 25, 2022
Location: 

Bangalore, KA, IN

Requisition ID:  32667

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.

Job Responsibilities

The role requires an exceptional ability to manage/support project execution and delivery often in intensely competitive environments. As a leading remote/on-site delivery engineer, the candidate needs to increasingly master a confident balance between deep technical expertise across multiple Avaya products and strong interpersonal consultative skills. The role demands adept project execution and delivery across multiple customer locations and remote/onsite support to the remote consultants and other stakeholders. After the successful implementation of the project, the engineer should be able to resolve or support the team in resolving/debugging the aforesaid support issues

Roles & Responsibilities

•    Identifies, analyzes, and resolves moderately complex problems with business communication systems.
•    Provide high level of technical consultation support to customers across globe.
•    Provide Complex Configuration Programming changes support to internal & external customers.
•    Responsible to work with all stake holders & partners supporting end-user installations, configuration & programming changes.
•    Deliver process Training/KT’s new joiners.
•    Deliver technical KT to external teams depending upon skills & requirements.
•    Create Job Aids, MOP for internal team members & customers on demand.
•    Responsible for Remote/Onsite Implementation, demonstration and delivery of the solution.
•    Responsible for Onsite/offsite Support on Avaya Voice related solution.
•    Provide regular updates on project responsibilities and dependencies.
•    Handle technical escalations & technical issues escalated by team members.
•    Act as an SME in the team.
•    Contribute significantly to client satisfaction and interface with clients with defined tasks. 

Skills and Competencies


•    Should have 5- 8 years of relevant experience in the telecom profile; Working on AVAYA Aura Core Session Manager/endpoints/Communication Manager, Avaya Gateways G700/G450, S83xx,84xx,85xx,87xx,88xx, one-X products, Avaya Aura Messaging, AVP, Avaya Control Manager, WFO, ACR, CMS, AES, AADS, Presence Services, Utility Server, Avaya Experience Portal, IX Messaging,
•    Must have extensive knowledge of VDN, Vectors, variables, call flow design, integration between devices, SSL/TLS Avaya & third-party certificates, IP changes etc.
•    Networking Skills: TCP/IP, Session Initiation Protocol, H.323
•    Candidates must have a proven track record (formal Nortel/AVAYA/Cisco training if possible) of Installation and maintenance across the Avaya product range.
•    Any of the Avaya Certification: ACSS, ACIS, ACSE.
•    Good Analytical skills with demonstrated problem solving capabilities.
•    Strong technical background, Good understanding and knowledge of Software Architecture, Integration capabilities and Data models. 
•    Excellent case management skills & able to work independently.
•    ITIL model of service delivery, understanding of SLA’s, contracts. Exposure to supporting global customers, working 24*7 environment.
 

Experience

5 - 10 Years of Experience

Education

Bachelor degree or equivalent experience in Computer Science or Electrical Engineering

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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).