Senior Avaya Telephony Engineer
3 days ago
We are seeking an experienced Senior Avaya Telephony Engineer to join our team at Dimension Data. This role will be responsible for providing technical support and solutions to clients, ensuring that their IT infrastructure and systems remain operational.
The ideal candidate will have a strong background in Avaya telephony administration, with experience working as a Senior Support Engineer in a medium to large ICT organisation. They will possess excellent communication skills, with the ability to work across different cultures and social groups.
Key Responsibilities- Proactively monitor the work queues and perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems.
- Communicate with other teams and clients for extending support and escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
- Work with automation teams for effort optimization and automating routine tasks.
- Coach Service Desk and L1 teams for technical and behavioural skills.
- Degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
- ITIL v3/4 Foundation certification.
- Experience in Avaya Telephony administration as a Senior Support Engineer within a medium to large ICT organisation.
- Expert knowledge on management Avaya concepts, Soluton concepts and Contract Centre architecture within the supported technical domain (i.e. Network, Virtualisation, Security, etc)
The estimated salary for this position is $120,000 - $150,000 per year, depending on location and experience.
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