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An individual contributor who provides onsite support for production systems, software, and hardware applications to customers or field personnel using remote and telephone diagnostic capabilities. The role involves basic troubleshooting, analyzing symptoms, recording data, and proposing solutions for non-routine incidents. ITIL aligned service delivery model and understanding of SLAs, contract penalties are essential.
About YouRequired skills and qualifications include a Bachelor's degree in a technical field, such as telecommunications, electrical engineering, computer science, or equivalent related experience. Demonstrable experience managing operating systems, databases, HTML protocol, network systems, and communications protocols is necessary. Experience with VoIP and SIP technologies, or Avaya technical support, may be considered. Desired experience working with Avaya-related products and services.
Primary ResponsibilitiesThe successful candidate will be proficient in maintaining Avaya communication systems, including IP/SIP systems, converged systems, and Contact Center Solutions. They will provide 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. Troubleshooting connectivity issues to peripheral/adjunct equipment, such as CMS/IVR/Experience Portal/EMMC/AES/Recording systems, is also required.
BenefitsA comprehensive health insurance plan, wellness programs, employee assistance programs, time-off policy, on-demand learning platforms, cultural immersion opportunities, feedback loops, growth development plans, and recognition for community impact are part of the benefits package.
Salary and LocationThe estimated annual salary for this position is $80,000-$100,000, depending on location and experience. Avaya offers a dynamic work environment, and employees are encouraged to use their generous time-off policy regularly.
