Lead Technical Support Specialist

1 week ago

Cape Town, South Africa Progressive Edge Full time

**Lead Technical Support Specialist - Avaya**

**Cape Town / Remote**

A global organisation with offices in Cape town guide their clients business in the creation of exceptional end-to-end digital customer experiences through a unique combination of expertise, technology, and insight.

The organisation works across industry verticals, with some of the worlds largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement.

Combining their own unique products and deep sector knowledge with award-winning technologies, the company is one of Europes fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries.

We are looking for an exceptionally driven and experienced Lead Technical Support Specialists to join our Support department.

**Key Responsibilities**:

- Acts as a technical authority, coordinating complex technical investigations and support other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets.
- Inputs accurate and detailed information to all support management tools punctually to meet quality standards for service delivery.
- Conducts communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives
- Compose and implement Change Requests on customer and internal systems to meet change deliverables.
- Committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver our companys support services.
- Reviews and updates existing technical design documentation to support services delivery and to support the transition management process.
- Always seeks to identify more innovative ways of working that create increase in effectiveness.
- From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager.

**Skills & knowledge needed**:

- In depth knowledge of the following products, Avaya Aura Communication Manager, Session Border Controller, Session Manager and Avaya AES.
- Previous exposure and solid capability in a 2nd line support role within a demanding and customer focused environment
- Analytical mind-set with logical and methodical approach to problem solving
- Excellent spoken and written English; able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level

Advantageous but not required:

- Excellent patching skills in both Linux and Windows
- Avaya Certified Implementation Specialist (ACIS)
- Avaya Certified Support Specialist (ACSS)
- ITIL Foundation certification at level 3 or 4

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