Principal Technical Support Engineer

Date: Apr 19, 2024

Location:

Pune, MH, IN

Requisition ID: 36544

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.

The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

Job Information

Job Code: 00255943

Job Family: Services

Job Function: Services Engineering

Job Description

SKILLS

•   Prior Avaya, exposure in serving Global Customers
•   Communication Manager 5x, 6.x , 7.x and 8.x 10.x and/or IP Office (Must Have)
•   AVAYA media Gateway, Media Server, G350, G450, G650
•   System Platform
•   System and Session manager
•   Avaya Virtualization Platform/ESXi VMWARE
•   CMM 5.x, 6.x, 7.x
•   AVAYA endpoints 2600, 4600, 9600 and J Series, Conference endpoints, Softphone ONE-X, ONEX-CES, Equinox, Workplace, etc.
•   Servers HP Proliant DL360/g7,g8,g9 and g10 ,IBM system 3550M2 M3 and M4 , Dell R610/20 /30 /40, ACP
•   Session Border Controller (SBC)
•   Knowledge or familiarity with physical layer testing standards for DS0’s & DS1’s
•   Linux red hat distributions
•   ITIL knowledge and certification would be an asset
•   In-depth Understanding of Session Initiation Protocol (SIP)
•   Demonstrate understanding of Avaya Aura (CM, System Manager, Session Manager)
•   Demonstrated Oral & Written Communication skills & Team Player.
•   Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc.

ADDITIONAL INFORMATION

•   Full time role servicing Avaya Global Customers.
•   Willingness to work in a 24x7 environment/Night Shift
•   Minimal travel required.

EDUCATION/QUALIFICATION

Typically requires a 7-10 years of experience and a Bachelors degree or equivalent or a 5 years of experience and a Masters degree or equivalent.

Short Description

An individual contributor who provides advance 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. Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products. Has complete understanding of the functionality and usage of multiple products or products in conjunction with associated products within the customer network. Independently works on problems of diverse scope. Provides coaching to lower level engineers and are available to work on special projects.

Experience

4 - 5 years of experience and a Bachelors degree or equivalent or a 2 years of experience and a Masters degree or equivalent

Education

Bachelor degree or equivalent experience

Master degree or equivalent experience

Preferred Certifications

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