Principal Technical Support Engineer
Toronto, ON, CA
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.
About the Opportunity
Only Naturalized Canadian Citizens as Level 2 Security must be in place or able to be obtained. Responsible for providing expert post-sales support of software and/or hardware systems, sub-systems and/or applications for Avaya Managed Service & Cloud Customers utilizing telephone and remote diagnostic capabilities. Acts as the SME for complex issues and is the internal representative in critical escalations. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols. Works with management and teams to implement. Displays expertise in industry protocols, solutions and customer situational management. Independently works on problems of diverse scope. May include mentoring lower-level engineers, project management.
- Contribute significantly to client satisfaction and interface with clients with defined tasks. Customer communication and satisfaction are the highest priority.
- Follow prescribed escalation policies to ensure customer outages are resolved with the appropriate time frames. Expected to be process oriented following ITIL practices.
- Mentor team members based on skill and experience.
- Manage Incident, Problem and Change Management requests remotely to Global Avaya Managed Service and Cloud accounts meeting SLA compliance.
- Troubleshooting customers reported break/fix issues, and alarm incidents within the committed SLAs
- Collaborate with different Avaya Teams to drive reported issues to a complete resolution
- Engage Service Providers as needed to isolate issues outside Avaya’s solution
- Attend weekly service operations calls
- Cover the on-call rotation
- Candidate to be qualified for Level 2 Security Clearance
- Willingness to participate in a 24x7 on-call rotation
- Willingness to work in a 24x7 environment
- Full time role servicing Avaya Global Customers.
About You
- Prior Avaya, exposure in serving Global Customers
- Experience with Avaya UC Products (SBC, CM, SM, SMGR, Breeze, AMS, AADS, AAWG, CMS, IXM,…)
- Strong SIP knowledge and REST protocols
- WSfE, Agent Desktop (IXWP, AAfD, WPA, B199), Digital Interactions
- Linux OS skills
- Certificate Management & Troubleshooting
- Network Configurations
- Logs parsing
- Knowledge of VMWare 6.x and above
- vCenter troubleshooting skills
- Performance monitoring.
- Experience with Avaya Contact Center Products
- Breeze/
- ITIL knowledge and certification would be an asset
- Demonstrated Oral & Written Communication skills & Team Player
- Good Analytical skills with demonstrated problem solving capabilities
- Networking Skills: LAN/WAN, TCP/IP, QoS, Session Initiation Protocol, H.323
- Additional knowledge in Active Directory Group policies, Active Directory Domain Services, Active Directory Federated Services, SFTP, Server Certificates, DHCP, and DNS
- Superior customer service skills including verbal and written communication skills
- 5-6 years of experience and a Bachelor’s degree in Computer Science, IT or Electrical Engineering or 4 years of experience and a Master’s degree or equivalent
- Any of the Avaya Certification: ACSS, ACIS, ACSE.
Compensation
The pay range for this opportunity is from $70,700.00 to $95,500.00 + performance-related bonus + benefits
This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, competencies, and location.
Experience
Education
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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).#LI-LD1