Senior Avaya Support Engineer

1 week ago

Cape Town, Western Cape, South Africa Dimension Data Full time
Job Title: Senior Avaya Support Engineer

Dimension Data is seeking a highly skilled Senior Avaya Support Engineer to join our team. As a Senior Avaya Support Engineer, you will be responsible for providing technical support and expertise to our clients, ensuring that their IT infrastructure and systems remain operational.

Key Responsibilities:
  • Proactively monitor work queues and provide support to clients with highly technical or sophisticated tickets.
  • Work independently to resolve escalated incidents and requests in a timely manner, within agreed SLA.
  • Identify, investigate, and analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
  • Provide forth-level support to all escalated incidents, requests, and identify the root cause of incidents and problems.
  • Communicate with other teams and clients for extending support, and act as an emergency support contact as needed.
  • Ensure that the shift handover process highlights any key escalated open tickets to be focused on, along with a handover of upcoming operation critical tasks.
  • Support, track, and document change implementation.
  • Timely escalation of all tickets to management with ensuing updates, where applicable.
  • Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks.
  • Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
  • Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
  • Coach Service Desk, Operations Center, and L3 teams, offering technical expertise and pushing work down to other engineering teams.
  • Perform quality audits, covering process, service experience, ticket updates, etc., as required.
Requirements:
  • ITIL v3/4 Foundation certification.
  • Any of the below certifications for the Avaya Aura product stack: AACC, AAEP, POM, AES, SMGR, ASM, ACR.
  • Avaya Certified Expert - ACE.
  • Avaya Professional Sales Specialist - APSS.
  • Avaya Professional Design Specialist - APDS.
  • Avaya Implementation Professional Specialist - AIPS.
  • Avaya Support Professional Specialist - ASPS.
  • Avaya Certified Implementation Specialist - ACIS.
  • Avaya Certified Support Specialist – ACSS.
  • Avaya Certified Solutions Specialist – ACSS.
  • 6-8 years' work experience.
  • 5+ years' experience required in Avaya Telephony administration as a Senior Support Engineer within a medium to large ICT organization.
  • Working knowledge of technical documentation and experience in coordination with TAC.
  • Expert knowledge on management Avaya concepts, Solution concepts, and Contract Centre architecture within the supported technical domain (i.e., Network, Virtualization, Security, etc.).

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