Technical Support Specialist

7 months ago

Cape Town, South Africa Sabio Group Full time

Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
- Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. At Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.
- We are currently looking for a passionate and enthusiastic **Avaya - Technical Support Specialist** to deliver technical support to a diverse customer portfolio of complex, multivendor, multichannel contact centres and business communication solutions.
- You will work as part of a centralised team providing advanced second and third line technical support to remediate service affecting incidents and to fulfil internal and external service requests.

**Key Responsibilities**:

- Acts as a technical authority, coordinating complex technical investigations and support other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets.
- Inputs accurate and detailed information to all support management tools punctually to meet quality standards for service delivery.
- Conducts communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives
- Compose and implement Change Requests on customer and internal systems to meet change deliverables.
- Committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver Sabio’s support services.
- Reviews and updates existing technical design documentation to support services delivery and to support the transition management process.
- Always seeks to identify more innovative ways of working that create increase in effectiveness.
- From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager.

**Skills Knowledge and Expertise**:

- In depth knowledge of the following products., Avaya Aura Communication Manager, Session Border Controller, Session Manager and Avaya AES.
- Previous exposure and solid capability in a 2nd line support role within a demanding and customer focussed environment
- Analytical mind-set with logical and methodical approach to problem solving
- Good working knowledge and understanding of ITIL specifically incident, problem and change management processes.
- Excellent spoken and written English; able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level
- Excellent patching skills in both Linus and Windows

**Desirable skills, experience & knowledge**
- High level understanding of other contact centre technologies such as Call Recording, Workforce Management tools and softphones
- Understanding of VMware environments
- Understanding of basic networking fundamentals
- Understanding of Audiocodes gateways and SBCs
- Avaya accreditations would be advantageous
- High level understanding of Avaya communication manager administration.
- Experience in patching tools like DCA

**Certifications**
- Avaya Solution Administrator Certificate (ASAC)
- Avaya Service Technical Associate Program (ASTA)

**Benefits**:

- This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

**Benefits may include**:

- Remote/Flexible work
- Private health
- 18 or 23 depending on seniority days paid holiday a year
- (this includes three Sabio days)
- LinkedIn Learning
- Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)

**The Small Print**

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
- Department- Support- Employment Type- Full Time- Location- Cape Town- Reporting to- Head of SA Managed Services and Support

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