Senior Avaya Support Engineer

2 months ago

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

We are seeking a highly skilled Senior Avaya Support Engineer to join our team at Dimension Data. As a key member of our IT service management team, you will be responsible for providing expert-level support for our clients' Avaya telephony systems.

Key Responsibilities:
  • Proactively monitor work queues and provide support to clients with highly technical or sophisticated issues.
  • Work independently to resolve escalated incidents and requests in a timely manner, adhering to agreed service level agreements.
  • Identify, investigate, and analyze issues and errors, logging incidents in a timely manner and capturing relevant information for immediate resolution.
  • Provide forth-level support for escalated incidents, identifying root causes and responding to tickets where third-line engineer teams were unable to resolve the issue.
  • Communicate with other teams and clients to extend support, acting as an emergency contact for critical client and business-impacting issues.
  • Ensure shift handover processes highlight key escalated open tickets and upcoming operation-critical tasks.
  • Support, track, and document change implementation.
  • Timely escalate tickets to management with updates, as 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.
  • 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.
Requirements:
  • ITIL v3/4 Foundation certification.
  • Any of the below Avaya Aura product stack certifications: AACC, AAEP, POM, AES, SMGR, ASM, ACR.
  • 6-8 years' work experience, with 5+ years' experience as a Senior Support Engineer in Avaya Telephony administration within a medium to large ICT organization.
  • Working knowledge of technical documentation and experience in coordination with TAC.
  • Expert knowledge of Avaya management concepts, solution concepts, and Contract Centre architecture within the supported technical domain.

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