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Senior Technical Support Engineer

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Date: Jul 7, 2019

Location: Jakarta, ID

Company: Avaya Corporation

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Job Information

Job ID: 23767

Short Description

  • An individual contributor who provides advanced remote 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.

MAJOR RESPONSIBILITIES:

  • Provides support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting. Includes supporting 3rd party products and on-site support.
  • Analyzes symptoms, logs, and data required to resolve issues of medium to high complexity.
  • Independently determines and develops approaches to solutions.
  • Proactive in monitoring and resolving low complexity downstream effects as a result of the fix. May highlight more complex issues.
  • Displays an understanding of the functionality and usage of the product and in conjunction with associated product.

Qualification

  • Bachelors degree in Computer Science or Electrical Engineering or equivalent experience

Experience

  • Typically requires 3-4 years of related experience and Understand and experienced in issues such as IT productivity, performance management, service level management, quality and rework metrics, SDLC, Application, help desk.

Knowledge & Skills

  • Understanding telecommunication topology & networks. Able to articulate issues and set priorities on issues encountered.
  • Familiar with Linux/Unix and Solaris environment.
  • Configurations & Installation of Avaya UC and CC products servers such as Avaya Aura Communication Manager , AES,SM & SMGR, CMS, Aura Messaging, AAEP, MM, Audix, AAC, WFM, WFO,  Avaya IVR, AIC,AIQ. AACC, ACCCM, SCB
  • Knowledge and certificate in ACSS, ACIS,CCNA, CCNP, Nice, Verint, RedHat certification,  MS Lynch, Cloud architecture and provisioning. Experience with MS SQL, Cache, Informix database, CTI, SIP technologies will be an added advantage

Experience

3 - 4 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.

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