Technical Specialist

Date:  Nov 18, 2023

Mexico City, CMX, MX

Requisition ID:  35823

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. 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.

Avaya is a global leader in digital communications products, solutions, and services for businesses of all sizes delivering most of its technology through software and services. We enable organizations around the globe to succeed by creating intelligent communications experiences for our clients, their employees, and their customers. Every minute of every day, we power positive and productive interactions that drive customer loyalty, team collaboration and business success.

We’re focused on Innovation without Disruption, removing barriers, and placing our customers best interests at the forefront of everything we do. The world is evolving in technologically exciting ways, and we strive to lead revolutions in how businesses leverage the cloud, artificial intelligence, automation, and mobility.

We aren’t just focused on customer experience, we also prioritize the employee experience, and we work hard to engage and empower our people throughout their career with us. We’re seeking the best diverse talent to shape and transform how the world connects. Find out more at Careers at Avaya.


An individual collaborator who provides remote support of systems in production subsystems and/or software and/or hardware applications to customers or field personnel using remote and telephone diagnostic capabilities. Provides support for equipment in production, system configurations and updates for medium complexity end users through basic troubleshooting. Includes support for third-party products. Analysis of symptoms, records, and data necessary to solve problems of medium complexity. Propose and oversee the implementation of solutions for non-routine incidents reported by customers to ensure the situation is resolved. You can proactively monitor downstream effects as a result of the solution. It may highlight other issues. ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc. Works with limited guidance on process within defined criteria.


  • Proficient in maintenance of Avaya communication systems including IP/SIP Systems, based technologies converged systems and Contact Centers Solutions. 
  • Provides customer with remote support regarding Avaya Aura Communication Manager, Avaya Session Manager, Avaya System Manager, Media Servers, IP Office, Avaya provisioning software and IP networking. Recording Systems or CC products AES, CMS, Experience Portal, Predictive Dialers 
  • Diagnose trouble on SIP environments / system integrations.  
  • Troubleshoot IP/SIP telephony environments, IP protocol traces and integration products
  • Support Voice over IP, end points and trunks 
  • Support contact center applications 
  • Troubleshoot connectivity issues to peripheral/adjunct equipment such as CMS/IVR/Experience Portal/EMMC/AES / Recording systems
  • Understanding of Call Centers; able to edit vectors to adjust Call Center flows and productivity 
  • Interface with other vendors, Carrier Service providers, 3rd party manufacturers 
  • Performs moves, adds and changes for customers when needed. 
  • Work effectively with co-workers and fulfill customer requests in English Language
  • Clearly define and explain technical issues 
  • Required to be on call
  • Willing to learn new technologies and new products.
  • Identifies, analyzes, and resolves incidents on Customer environment
  • Identifies, analyzes, and resolves problems with Avaya Equipment installed at Customer site.
  • Provide break-fix remote support.
  • Contribute significantly to client satisfaction and interface with internal areas to defined tasks
  • Operate in an ITIL model.
  • Contribute actively to meet SLA and other contract requirements 
  • Escalate unresolved issues to level 3 and level 4 as required through standard escalation process.


  • Bachelor’s degree in a technical field; Telecommunications, Electrical Engineering, Computer Science, or equivalent related technical experience.
  • Demonstrable experience managing basic level Operating Systems, Data Bases, HTML protocol, Network systems and communications protocols.         
  • Experience in VoIP and SIP technologies or Avaya technical support experience may be considered.
  • Experience working with Avaya related products and services desired
  • Ability to basic troubleshooting in networking with TCP/IP and SIP protocols network
  • Understanding of digital/IP telephony and VoIP principles
  • Identify problem, analysis of logs and data required to resolve product issues of High complexity.
  • Ability to basic troubleshooting in Voice communications systems and Contact Center.
  • A general understanding in voice platform peripherals and how they connect to voice infrastructure (such as IVR, CTI, Dialers, call recording and other voice applications)
  • Strong communication skills required.
  • Understanding of QoS (Quality of Service) and OSI model
  • knowledge of Operating Systems Linux and Microsoft Windows familiarity with command Line
  • Basic understanding of IVR systems.
  • Experience providing Technical Support Services at a Tier 1,2 level in a 24/7 environment.
  • Experience providing installing, supporting or Administration Avaya products. (preferred)
  • Full time employee working period of 8 hours in 7x24 scheme.
  • Possible on call-time out business Hours


Less than one year of experience


Technical Certification or equivalent experience


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 and applicable Privacy Statement relevant to this job posting (accessible at