Avaya Telephony Engineer
6 days ago
As a highly skilled Avaya Engineer, you will be responsible for providing expert technical support to clients and internal teams. Your primary objective will be to proactively monitor and resolve technical incidents and problems, ensuring that client services are restored quickly and efficiently.
Key Responsibilities:- Proactively monitor work queues and perform operational tasks to resolve incidents and requests in a timely manner.
- Provide second-level support to clients and internal teams, identifying and resolving complex technical issues.
- Communicate with other teams and clients to extend support and ensure seamless service delivery.
- Execute changes with clear identification of risks and mitigation plans, capturing all relevant information.
- Escalate tickets to seek focus from CoE and other teams, as needed.
- Work with automation teams to optimize effort and automate routine tasks.
- Coach Service Desk and L1 teams on technical and behavioral skills.
- Establish monitoring for client infrastructure and identify problems before they impact service.
- Lead and manage client escalations for operational issues.
- Contribute to the change management process, logging all change requests with complete details.
- ITIL v3/4 Foundation certification.
- Avaya certifications (AACC, AAEP, POM, AES, SMGR, ASM, ACR) or equivalent experience.
- 4-6 years' work experience in Avaya Telephony administration as a Senior Support Engineer.
- Expert knowledge of Avaya concepts, solution concepts, and Contract Centre architecture.
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