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Senior Technical Support Engineer

Date:  Jan 12, 2022
Location: 

Kuala Lumpur, 14, MY

Requisition ID:  31267

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 Enterprise applications for customers or field personnel utilizing telephone and remote diagnostic capabilities with customer service management skills.

About the Responsibilities

  • Provides support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting including 3rd party products and applications support remotely cum on-site support.
  • Analyzes issues’ symptoms, logs, and data required to resolve issues of medium to high complexity. Independently determines and develops approaches to solutions with good logical thinking, troubleshooting skills  with ability to multi-task and prioritize the work- loads efficiently.
  • Proactive in monitoring and resolving complexed issues of downstream effects as a result of the fix and highlight more potential complex issues through the support escalation process.
  • Must show enthusiasm in learning and understanding of the functionality and usage of the product and in conjunction with associated product, solutioning overview of system infra cum applications processes and good articulation skills to present issue’s resolution and action plans to customers and internal stake holders.
  • Must be a good team player as well as good leadership skills

About the Requirements

Qualification

  • Bachelor’s degree in computer science, Information Technology, Electrical/Electronic Engineering, or equivalent experience

 
Experience

  • Typically requires 4-5 years of related experience and Understand and experienced in issues such as IT productivity, performance management, service level management, quality and rework metrics, SDLC and Application support.

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 an advantage 
  • Technical skills in Java, J2EE, JSP, Servlets, Struts, Hibernate,  Web logic,  Web sphere, Tomcat,Jboss, Jasper Reports, Oracle(SQL&PL-SQL), MS-SQLServer (SQL,SSIS,SSAS), Postgres, Avaya Orchestration Designer,C#,ASP .net,VB.net, Aspect, MDX

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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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