Senior Technical Consultant

2 days ago

Bangalore, India Black Box Full time
Senior Technical Consultant (Avaya Voice)
Responsible for exceptional client service that cannot be resolved by Tier 1 support by providing technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).

Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues.
Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.
Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.
Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
Monitor service desk tickets assigned to Tier 2 team, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.
Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
Education / Experience Requirements
~ Bachelor’s Degree in Engineering, Information Technology or related, preferred; or relevant experience.
~10+ years of technical support experience in a support center environment, Technology Services or Managed Service Provider industry experience required.
~ Avaya Certified Implementation Specialist (ACIS) Avaya Aura Communication Manager and Avaya Certified Solutions Specialist (ACSS) Avaya Aura Communication Manager preferred. Extensive experience supporting Nortel CS1000 systems is required.

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