Technical Support Specialist

hace 3 semanas

Xico, México Avaya Corporation A tiempo completo
About the Opportunity

Avaya is seeking a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will provide remote support to customers and field personnel using remote and telephone diagnostic capabilities. You will be responsible for troubleshooting and resolving issues related to Avaya communication systems, including IP/SIP Systems, Avaya Aura Communication Manager, and Avaya Session Manager.

Responsibilities
  • Provide remote support to customers and field personnel using remote and telephone diagnostic capabilities.
  • Troubleshoot and resolve issues related to Avaya communication systems, including IP/SIP Systems, Avaya Aura Communication Manager, and Avaya Session Manager.
  • Diagnose trouble on SIP environments/system integrations.
  • Troubleshoot IP protocol traces, logs, and integration products.
  • Support Voice over IP/SIP, endpoints, and trunks.
  • Support contact center applications.
  • Work with engineers to troubleshoot complex customer issues involving VOIP and other converged technologies.
  • Troubleshoot connectivity issues to peripheral/adjunct equipment such as CMS/IVR/Voice Portal/EMMC/AES/Recording systems.
  • Understand Call Centers; able to edit vectors to adjust Call Center flows and productivity.
  • Interface with other vendors, Carrier Service providers, 3rd party manufacturers.
  • Perform moves, adds, and changes for customers when needed.
  • Ability to work effectively with co-workers and fulfill customer requests.
  • Ability to clearly define and explain technical issues.
  • Will be required to be on call.
  • Willing to learn new technologies and new products.
About You

We are looking for a highly skilled and experienced Technical Support Engineer who has a strong background in Avaya communication systems and ITIL aligned service delivery model. You should have a good understanding of SLA's, Contract Penalties, and be able to work effectively in a global team environment.

Key qualifications include:

  • Advanced experience in VoIP and SIP technologies or Avaya technical support experience (3-5 years).
  • Medium experience managing Operating Systems, VMware, Databases.
  • Medium experience with Network and communications protocols and HTML.
  • Demonstrable experience working on implementation or support with Avaya related products and services (at least 3 years).
  • Extensive system administration experience in Avaya technology on the following platforms: Communication Manager, Session Manager, System Manager, AES, CMS, Modular Messaging, and Vector routing.
  • Good understanding of Contact Center products like voice response units, call reporting systems, and call routing products.
  • Ability to troubleshoot in networking with TCP/IP and SIP, SNMP, TLS protocols.
  • Understanding of DMCC/TSAPI/ASAI/CVLAN protocols.
  • VMware basic knowledge.
  • Medium understanding of Call Recorder systems.
  • Medium understanding of IVR systems.
  • Advanced networking experience with IP and SIP applications.
  • Identify problems, analysis of logs and data required to resolve product issues of high complexity.
  • Strong communication skills required.
  • Understanding of QoS (Quality of Service) and the OSI model.
  • Strong knowledge of Operating Systems (Linux and Microsoft Windows) familiarity with command line ability to navigate and configure.
  • Ability to advance troubleshooting in Voice communications systems and Contact Center.
  • Experience installing, supporting, or administering Avaya products (3-5 years).
  • Especially Incident Management solid troubleshooting skill, self-sufficient to determine and develop approaches to solutions.
  • ITIL aligned service delivery model, understanding of SLA's, Contract Penalties etc.
  • Experience providing Remote Services in a 24/7 environment.
  • Willing to learn new technologies and new products.
  • Capacity to work under pressure.
  • Professional English language skills are required; written, spoken fluency and comprehension skills.
  • Able to work in a global team environment.
Benefits

Avaya offers 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.
  • 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.

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