Technical Support Professional
hace 1 mes
About Avaya
Avaya empowers businesses to deliver exceptional customer experiences by providing innovative solutions for their most important ambitions and challenges. With a global presence, organizations trust Avaya to power immersive, personalized, and unforgettable customer experiences that drive business momentum.
Job Overview
This role is part of our team responsible for delivering technical support services to customers worldwide. As a Technical Support Professional, you will provide expert-level technical assistance to customers experiencing issues with Avaya products and services.
About the Opportunity
- You will be proficient in maintaining Avaya communication systems, including IP/SIP Systems, converged technologies, and Contact Center solutions.
- Proficient in troubleshooting complex technical issues involving VoIP and converged technologies.
- Able to diagnose trouble on SIP environments, system integrations, and network connectivity issues.
- Familiarity with operating systems, such as Linux and Microsoft Windows, and experience with command-line interfaces.
- Strong understanding of quality of service (QoS) and OSI models.
- Able to work effectively in a global team environment and communicate complex technical issues clearly to both internal stakeholders and external customers.
- Ability to analyze symptoms, logs, and data to resolve product issues of low-to-medium complexity.
- Able to escalate unresolved issues to level 3 support teams when necessary.
About You
To succeed in this role, you should have:
- Advanced experience in VoIP and SIP technologies or Avaya technical support experience (3-5 years).
- Moderate experience managing operating systems, virtualization software, and databases.
- Familiarity with networking protocols, including TCP/IP, SIP, SNMP, and TLS.
- Extensive system administration experience in Avaya technology platforms, such as Communication Manager, Session Manager, System Manager, AES, CMS, and Vector routing.
- Strong communication skills and ability to define and explain technical issues clearly.
- Capacity to work under pressure and contribute to meeting SLA and contract requirements.
- Bachelor's degree in Telecommunications, Computer Systems, Communications, or equivalent field.
Compensation and Benefits
The estimated salary for this position is $80,000 - $110,000 per year, depending on location and experience. Additionally, we offer a comprehensive benefits package, including health insurance, retirement plan, paid time off, and opportunities for career growth and professional development.
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