Senior Technical Consultant

2 days ago

Bangalore, India Black Box Full time

Senior Technical Consultant (Avaya Voice)

Job Description

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.).

Primary Roles & Responsibilities:

  • 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.
  • Escalate irresolvable issues requiring manufacturing or carrier services support assistance within prescribed service levels and procedures to complete problem resolution.
  • 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.
  • Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.

Knowledge, Skills, Abilities

  • Accountability
  • Customer Focus
  • Decision Making
  • Interpersonal Relationships
  • Problem Solving and Critical Thinking

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. Knowledge on Avaya- ACR, ACRA ,WFO added advantage.

Supervisory Responsibility

This position has no direct reports.

  • Senior ServiceNow Technical Consultant

    1 week ago

    bangalore, India SGITAL - AI Workflows Full time

    Company Description SGITAL is a boutique partner of AI platform ServiceNow, serving customers in Singapore, Malaysia, India, Australia, and New Zealand. We have delivered over 800 workflows for enterprise customers across various sectors such as IT, HR, Risk, Security, Finance, Procurement, Project Management, and Operations. As a certified ServiceNow...

  • Senior Technical Consultant

    1 week ago

    Bangalore, India Avensys Consulting Full time

    Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across...

  • Senior technical consultant

    7 days ago

    Bangalore, India Avensys Consulting Full time

    Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across...

  • Senior technical consultant

    5 days ago

    Bangalore, India Avensys Consulting Full time

    Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across...

  • Senior Technical Consultant

    2 days ago

    Bangalore, India Avensys Consulting Full time

    Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across...

  • Middle/Senior SAP TM Technical Consultant

    2 hours ago

    bangalore, India SKIY31 GmbH Full time

    We are looking for 3 remote Middle/Senior SAP TM Technical Consultants in India to join a project of our renowned German client in the automotive industry, a subsidiary of Porsche AG .You'll join a team that harmonizes the system landscape by introducing SAP TM. The TM team will consist of Middle/Senior SAP TM Technical consultants. Middle/Senior...

  • Middle/Senior SAP TM Technical Consultant

    1 week ago

    bangalore, India SKIY31 GmbH Full time

    We are looking for 3 remote Middle/Senior SAP TM Technical Consultants in India to join a project of our renowned German client in the automotive industry, a subsidiary of Porsche AG.You'll join a team that harmonizes the system landscape by introducing SAP TM.The TM team will consist of Middle/Senior SAP TM Technical consultants.Middle/Senior SAP TM...

  • Senior Maximo Technical Consultant

    2 weeks ago

    bangalore, India eSolutionsMEA Full time

    Job Title: Senior Maximo Technical ConsultantRequired Skills:8+ years of experience in IBM Maximo Application Suite (MAS) 8.x / 9.x and Maximo 7.6.Strong technical competency and hands-on skills in Maximo Application Suite are a must.Good expertise in the installation of Maximo Application Suite and Red Hat OpenShift Container Platform.Extensive experience...

  • 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...

  • Senior IS Technical Business Consultant

    2 weeks ago

    Bangalore, India ABB Full time

    At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world. This Position reports to: Demand &...