Technical Specialist

hace 2 semanas

Ciudad de México, Ciudad de México Avaya A tiempo completo
About the Opportunity

We are seeking a highly skilled Technical Specialist to join our team at Avaya. As a Technical Specialist, you will be responsible for providing onsite support of systems in production subsystems and/or software and/or hardware applications to customers or field personnel using remote and telephone diagnostic capabilities.

You will provide support for equipment in production, system configurations and updates for medium complexity end users through basic troubleshooting. This includes support for third-party products. You will analyze symptoms, records, and data necessary to solve problems of medium complexity and propose and oversee the implementation of solutions for non-routine incidents reported by customers to ensure the situation is resolved.

You will work with limited guidance on process within defined criteria and be responsible for monitoring downstream effects as a result of the solution, which may highlight other issues. You will also work in an ITIL aligned service delivery model, understanding of SLA's, Contract Penalties, etc.

About You

We are looking for a candidate with a Bachelor's degree in a technical field, such as Telecommunications, Electrical Engineering, Computer Science, or equivalent related technical experience.

You should have 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.

You should also have experience working with Avaya related products and services desired.

Skills & Competencies

We are looking for a candidate with the following skills and competencies:

  • 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)
Benefits

We offer a comprehensive benefits package, including:

  • Well-Being: We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.
  • Recharge & Refuel: We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.
  • Continuous Learning: Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.
  • Growth & Development: A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.
  • Giving Back: We recognize Avayans for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.
Primary Responsibilities

As a Technical Specialist, you will be responsible for:

  • 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
  • Ability to diagnose trouble on SIP environments / system integrations.
  • Ability to troubleshoot IP/SIP telephony environments, IP protocol traces and integration products
  • Ability to support Voice over IP, end points and trunks
  • Ability to 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.
  • Ability to work effectively with co-workers and fulfill customer requests in English Language
  • Ability to clearly define and explain technical issues
  • Will be required to be on call
  • Willing to learn new technologies and new products.

Tasks:

  • 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.

  • Sales Operations Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México GTN Technical Staffing A tiempo completo

    Inside Sales Specialist position available at GTN Technical Staffing. Key responsibilities include leading Inside Sales responsibilities, renewing Maintenance & Support contracts, and identifying areas of upsell. Required skills and experience include experience working in a fast-paced environment, ability to work in a complex virtual team environment, and...

  • Technical Support Specialist

    hace 2 semanas

    Ciudad de México, Ciudad de México OKTO A tiempo completo

    Job Title: Technical Support SpecialistOKTO is a dynamic and innovative company that is looking for a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical assistance to our customers, ensuring that they have a seamless experience with our products and services.Key...

  • Technical Support Specialist

    hace 2 semanas

    Ciudad de México, Ciudad de México TalentWorldGroup A tiempo completo

    {"h1": "Technical Support Specialist", "p": "At TalentWorldGroup, we are seeking a highly skilled Technical Support Specialist to join our team of experts in providing top-notch technical support to our clients. As a Technical Support Specialist, you will be responsible for providing operational assistance to customers over the phone, coordinating the...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Lenovo A tiempo completo

    {"h1": "Technical Support Specialist at Lenovo", "p": "We are Lenovo, a global technology powerhouse, and we are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers, including troubleshooting hardware and software...

  • Technical Support Specialist

    hace 1 mes

    Ciudad de México, Ciudad de México Beumer Group A tiempo completo

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at Beumer Group. As a Technical Support Specialist, you will be responsible for providing technical support to our clients in North America, Mexico, and Central America regions.Key Responsibilities:Provide technical support to clients via...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support SpecialistWe are seeking a skilled Technical Support Specialist to join our team at Datadog. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers via multiple channels, including ticketing systems, live chat, phone, and screen sharing tools.Key Responsibilities:Engage with...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México TalentWorldGroup A tiempo completo

    {"title": "Technical Support Specialist", "content": "Join TalentWorldGroup as a Technical Support SpecialistAt TalentWorldGroup, we are revolutionizing the contact center industry with our innovative approach to home-based working. As a Technical Support Specialist, you will be part of our team that provides exceptional customer service to our clients.Key...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Wipro A tiempo completo

    Job Summary:We are seeking a highly skilled and multilingual Technical Support Specialist to join our TIS Service Desk team at Wipro. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our clients, troubleshooting hardware and software issues, and ensuring seamless customer experience.Key...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Nuvit Service A tiempo completo

    Job Title: Technical Support SpecialistWe are seeking a highly skilled Technical Support Specialist to join our team at Nuvit Service. As a Technical Support Specialist, you will be responsible for providing enterprise-level assistance to our customers, diagnosing and resolving software and hardware issues, and helping our customers install applications and...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México FIS Global A tiempo completo

    Job SummaryWe are seeking a highly experienced Technical Support Specialist to join our team at FIS Global. As a Technical Support Specialist, you will be responsible for providing expert-level technical support to our customers.Key ResponsibilitiesRespond to complex technical issues and provide timely resolutions to ensure customer satisfaction.Collaborate...

  • Technical Support Specialist

    hace 5 días

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support SpecialistWe are seeking a skilled Technical Support Specialist to join our team at Datadog. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers via multiple channels, including ticketing systems, live chat, phone, and screen sharing tools.Key Responsibilities:Engage with...

  • Technical Support Specialist

    hace 1 mes

    Ciudad de México, Ciudad de México CloudFlare A tiempo completo

    About the RoleWe are seeking a highly skilled Technical Support Specialist to join our team at Cloudflare. As a Technical Support Specialist, you will be responsible for providing exceptional customer support to our clients, troubleshooting complex technical issues, and collaborating with cross-functional teams to resolve customer inquiries.Key...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    {"title": "Technical Support Specialist", "content": "Role OverviewAt Datadog, we're seeking a skilled Technical Support Specialist to join our team. As a key member of our Technical Solutions team, you'll play a critical role in delivering exceptional customer experiences and driving the growth of our business.Key ResponsibilitiesEngage with customers...

  • Technical Support Specialist

    hace 6 días

    Ciudad de México, Ciudad de México FIS A tiempo completo

    Job Summary:FIS is seeking a highly experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing expert-level technical support to our customers, resolving complex technical issues, and collaborating with cross-functional teams to drive business growth.Key Responsibilities:Respond to...

  • Technical Support Specialist

    hace 4 semanas

    Ciudad de México, Ciudad de México Lenovo A tiempo completo

    Job Summary:Lenovo is seeking a highly skilled Technical Support Specialist to join our Managed Service Desk team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to Lenovo's enterprise customers in Latin America.Key Responsibilities:Provide technical support to Lenovo's customers, including...

  • Technical Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México ISPROX A tiempo completo

    ISPROX is partnering with a leading porcelain tile manufacturer to fill a key role in their Loudon, TN facility. We are seeking a highly skilled Technical Specialist to oversee the technical aspects of the manufacturing equipment and machinery. The ideal candidate will have a strong background in ceramic manufacturing, specifically working with...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Technical Support SpecialistMexico City, MexicoWe're seeking a skilled Technical Support Specialist to join our team at Datadog. As a key member of our Technical Solutions team, you'll play a crucial role in educating potential clients and ensuring existing customers are happy and successful.As a Technical Support Specialist, you'll engage with customers via...

  • Technical Support Specialist

    hace 3 semanas

    Ciudad de México, Ciudad de México Datadog A tiempo completo

    Job Summary:We are seeking a highly skilled Technical Support Specialist to join our team at Datadog. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers, ensuring their success with our platform.Key Responsibilities:Engage with customers via multiple channels to identify and resolve...

  • Technical Support Specialist

    hace 1 mes

    Ciudad de México, Ciudad de México Audible A tiempo completo

    About This RoleAudible is seeking a highly motivated and customer-focused Technical Support Specialist to join our growing team. As a Technical Support Specialist, you will be responsible for providing top-notch support to our customers, troubleshooting technical issues, and collaborating with development teams to improve our services.Key...

  • Technical Support Specialist

    hace 1 mes

    Ciudad de México, Ciudad de México Lenovo A tiempo completo

    Job DescriptionJob Title: Managed Service Desk EngineerJob Summary:We are seeking a highly skilled Technical Support Specialist to join our Lenovo Managed Service Desk team. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to Lenovo's enterprise customers in Latin America. You will assist customers in...