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Technical Specialist
hace 1 mes
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.
Key Responsibilities- Provide support for equipment in production, system configurations and updates for medium complexity end users through basic troubleshooting.
- Support for third-party products, including analysis of symptoms, records, and data necessary to solve problems of medium complexity.
- Propose and oversee the implementation of solutions for non-routine incidents reported by customers to ensure the situation is resolved.
- Work with limited guidance on process within defined criteria.
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.
BenefitsWe offer a comprehensive benefits package, including health insurance plans, wellness and employee assistance programs, and a generous time-off policy. We also provide opportunities for continuous learning and growth, including access to on-demand platforms and cultural immersion programs.
Primary ResponsibilitiesAs a Technical Specialist, you will be responsible for:
- Maintenance of Avaya communication systems, including IP/SIP Systems, based technologies converged systems and Contact Centers Solutions.
- Providing 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.
- Diagnosing trouble on SIP environments / system integrations.
- Troubleshooting IP/SIP telephony environments, IP protocol traces and integration products.
- Supporting Voice over IP, end points and trunks.
- Supporting contact center applications.
- Troubleshooting 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.
- Performing 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.
