Technical Support Engineer

**ABOUT AVAYA**:Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.**Job Information**:Job Code: Job Family: ServicesJob Function: Services Engineering**ABOUT THE OPPORTUNITY**:What could you experience and get involved with?- Proficient in maintenance of Avaya communication systems including IP/SIP Systems, based in Avaya technologies, converged technologies and Contact Center- Provides customer with remote support regarding Avaya Aura Communication Manager, Avaya Session Manager, Avaya System Manager, Media Servers, IP Office, Breeze, SBCE Avaya provisioning software and IP networking. Recording Systems or Contact Center products as AES, CMS, Experience Portal, Predictive Dialers- Ability to diagnose trouble on SIP environments / system integrations.- Ability to troubleshoot IP protocol traces, logs and integration products.- Ability to support Voice over IP/SIP, end points and trunks- Work with engineers to troubleshoot complex customer issues involving VOIP and other converged technologies in English Language- Troubleshoot connectivity issues to peripheral/adjunct equipment such as CMS/IVR/Voice 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- Ability to clearly define and explain technical issues- Will be required to be on call- Willing to learn new technologies and new product- Professional English language skills are required; written, speak fluent and comprehension skills Able to work in a global team environment.- Identifies, analyzes, and resolves incidents on Avaya Products Environment- Provide break-fix remote support.- Analysis of symptoms, logs and data required to resolve product issues of low-medium complexity.- 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.- Contribute with Team to delivering Knowledge Transfer Sessions- Escalate unresolved issues to level 3 and required through standard**ABOUT YOU**:- What can you bring?- Advanced experience in VoIP and SIP technologies or- Avaya technical support experience 3-5 years- Medium experience managing Operating Systems, Vmware, Data Bases- Medium experience 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 troubleshooting 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- Identify problem, 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 Administration Avaya products. 3 ~ 5 years- Especially Incident Management Solid Troubleshooting skill, Self-sufficient to determines and develops approach 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 product- Capacity to work under pressure.- Full time employee working period of 8 hours in 7x24 scheme.- Possible on call-time out business Hours- Engineering Degree in Telecommunication, Computation Systems, Communications or equivalent.- Analysis Capacity for troubleshooting- Capacity to work under pressure.