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Technical Support Engineer

Date:  Nov 19, 2019
Location: 

Sydney, NSW, AU

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Job Information

Job Code: 24808

Short Description

Avaya Customer Resident Engineer -Sydney CBD

  • Daily Health Checks of Avaya Applications – Production & Lab
  • Software maintenance patching
  • Preventative maintenance
  • Evaluation of operational performance information and provision of capacity planning, supportability assessments, technical change details, etc.;Optimising and maintaining systems security, including threat assessments and proactive protection measures.
  • Current system business continuity and restoration plans, including configuration backup status and offsite location
  • Onsite training of users
  • Incident/Request Management (management of all Avaya related incidents and requests)
    • Communicate with SDM regarding incidents and requests
    • Take ownership of a raised incident/request
    • Manage Service Now
    • Perform 1st call resolution on site (fast turnaround)
    • Reach out to backbone engineers and manage resolution
  • Change Management (management of minor system changes)
    • Communicate with SDM regarding changes
    • Be the primary resource to plan and define execution of changes
    • Carryout UAT if required
  • Strategic Consultant (provide insight to Avaya of current customer initiatives and possible opportunities)
    • Liaise with clients and business representatives to understand the needs of business
    • Promote Avaya solution capabilities within IT, so that IT can share with the Business
    • Spin up small POC systems for Business evaluation
    • Extract Business and IT initiative roadmaps to Avaya for future opportunities and sales pipeline
    • Ability to introduce new services to customer for evaluation and feedback to Pre-sales for formal engagement
    • Explain technical issues and IT solution strategies to stakeholders
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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. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf