Senior Avaya Support Professional
2 months ago
Job Title: Senior Avaya Support Engineer
Job Type: Full-time
Location: Remote
Job Description:
- Responsible for ensuring a managed service is provided to all clients, ensuring that their IT infrastructure and systems remain operational.
- Proactively manage, oversee, monitor, investigate and resolve escalated technical incidents and problems to ensure the restoration of services to clients.
- Focus on forth line support for escalated incidents and requests with a high level of complexity, ensuring contracted Managed Services outcomes are delivered to clients.
- Work independently, with general direction from clients, stakeholders, team leads or senior managers, to perform operational tasks to resolve escalated incidents / requests in a timely manner within agreed SLAs.
- Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
- Communicate with other teams and clients for extending support, act as emergency support contact as needed, for critical client and business impacting issues.
- Ensure that the shift hand over process highlights any key escalated open tickets to be focused on along with a handover of upcoming operation critical tasks to be carried out in the next shift.
- Support, track, and document change implementation.
- Timely escalation of all tickets to management with ensuing updates, where applicable.
Requirements:
- ITIL v3/4 Foundation certification.
- Any of the below 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 organisation.
- Working knowledge of technical documentation and experience in co-ordination with TAC.
- Expert knowledge on management Avaya concepts, Solution concepts and Contract Centre architecture within the supported technical domain (i.e. Network, Virtualisation, Security, etc).
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