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Senior Technical Support Engineer

Date:  Feb 20, 2021
Location: 

Kuala Lumpur, 14, MY

Requisition ID:  29388

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

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.

About the Responsibilities

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

About the Requirements

EXPERIENCE

  • Typically requires solid related experience and knowledge
  • Experienced in issues such as IT productivity, performance management, service level management, quality and rework metrics, SDLC, Application, help desk.

SKILLS & COMPETENCIES

  • Mastering 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, AAC, WFM, WFO, POM  Avaya IVR, AIC,AIQ. AACC, ACCCM, SBC
  • 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

EDUCATION/QUALIFICATION

  • Bachelor’s Degree in Computer Science or Electrical Engineering or equivalent 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).

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