Avaya Telephony Engineer

1 week ago

Cape Town, Western Cape, South Africa Dimension Data Full time
Job Description

As an Avaya Engineer at Dimension Data, you will be responsible for providing technical support and expertise to clients and internal teams. Your primary objective will be to ensure the smooth operation of Avaya telephony systems and infrastructure, resolving technical incidents and problems in a timely and efficient manner.

Key Responsibilities:
  • Proactively monitor and manage work queues to ensure timely resolution of incidents and requests.
  • Perform operational tasks to resolve all incidents and requests within agreed service level agreements (SLAs).
  • Update tickets with resolution tasks performed and identify, investigate, and analyze issues and errors prior to or when they occur.
  • Provide second-level support to all incidents and requests, identifying the root cause of problems and communicating with other teams and clients as needed.
  • Execute changes with clear identification of risks and mitigation plans, capturing all necessary information into the change record.
  • Follow the shift handover process, highlighting key tickets and upcoming critical tasks to be carried out in the next shift.
  • Educate and coach Service Desk and L1 teams on technical and behavioral skills.
  • Establish monitoring for client infrastructure and identify problems and errors before they impact client services.
  • Lead and manage initial client escalations for operational issues.
  • Contribute to the change management process by logging all change requests with complete details.
Requirements:
  • ITIL v3/4 Foundation certification.
  • Any of the following Avaya Aura product stack certifications: AACC, AAEP, POM, AES, SMGR, ASM, ACR.
  • 4-6 years' work experience, with 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.

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