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Technical Support Engineer

Date:  Jan 20, 2023
Location: 

Mexico City, MX

Requisition ID:  34183

About Avaya

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

About the Opportunity

  • Responsible to provide Tier-3 level support for Avaya Unified Communication, Contact Center Products and/or Small/Medium Business Products. Good understanding of Unified Communications, Contact Center Products and/or Small/Medium Business Products is needed. 
    • Unified Communications – Communication Manager (CM), Session Manager, System Manager, Session Border Controller (SBC), Gateways (G450s, AMS), IP Endpoints, Soft Clients (AAfD, Workplace), etc. 
    • Contact Center Products – Voice Portal, Application Enablement Services (AES), Call Management System (CMS), Work Force Management (WFO), Avaya Interaction Center, Avaya Proactive Contact (Dialer), NICE, Avaya Aura Contact Center (AACC), etc.
    • Small/Medium Business Products – IP Office
    • Experienced in at least 2 of the above listed products 
  • Primarily involved in Incident Management, which could involve change requests, and Critical Outage Support.
  • Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting.
  • Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of solutions for medium to complex solutions for customer reported incidents with multiple products.
  • Searching for, understanding and implementing knowledgebase solutions.
  • Performs problem management analysis of repeat issues and/or repeat alarms. 
  • Has an understanding of the functionality and usage of multiple products within the customer network.
  • Fulfills a Customer Management role by working directly with customers and keeping the customers up to date on analysis and resolution. Communication is key. 
  • Testing in a lab environment to replicate customer issues. 
  • ITIL aligned service delivery model with an understanding of SLAs, contract penalties, etc. 
  • Support for global customers with some weekend coverage required. 

About You

•    Typically requires 2-3 years of experience and a Bachelor’s degree or equivalent 
•    Experience in at least two of the UC, CC or SMB products. 
•    SIP knowledge
•    Wireshark and network sniff analysis skills
•    VMWare skills and Linux skills
•    Excellent English verbal and written communication skills
•    Previous experience working in a technical support role
•    Potential of working until at least 6pmCT and the potential of working the weekends or being on-call on the weekends. 
•    Certifications like ACA, ACS, CCNA, CCNP, Sun Solaris Certification, Linux Certification, would be an added advantage
•    Strong Communication, Problem solving, Troubleshooting & Analytical skills are required.
•    Experience providing Remote Services at a Tier 2 or Tier 3 level 

Preferred Skills: Prior Avaya experience, Prior experience serving global customers
Required Skills: Team Player, Excellent English Written and Oral Skills, Weekend work or weekend on-call support as required.

 
Educational Qualifications:
Bachelor’s degree or equivalent

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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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