Senior Technical Support Engineer

4 weeks ago

Bengaluru, India Avaya Full time
About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.

The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

Job Description

EXPERIENCE

• Previous exposure supporting global customers, working in 24*7 environment
• Experience working in a Maintenance Service, Managed Service and/or Cloud environment would be preferred

SKILLS :

• Responsible to Provide Tier-3 level Support for any of below Avaya Contact Center Product stack (Should be experienced in at least 2 of the above listed products):
o AEP, POM
o Application Enablement Services
o Call Management Server / AIQ / Analytics
o Work Force Optimization, Work Force Management
o Oceana, WFSE, Breeze
o AACC, ACCS
o Avaya Control Manager (ACCCM)
o Avaya Proactive Contact (Dialer)
• Knowledge on windows OS, Linux, VMware, basic networking
• Good understanding of Contact Center products like voice response units, call reporting systems and call routing products.
• Primarily involved in Incident Management, Problem, Change management & Critical Outages Support.
• Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting.
• Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products
• Linux red hat distributions
• ITIL knowledge and certification would be an asset
• In-depth Understanding of Session Initiation Protocol (SIP)
• Demonstrate understanding of Avaya Aura (CM, System Manager, Session Manager)
• Demonstrated Oral & Written Communication skills & Team Player.
• Advanced Troubleshooting skills with knowledge of Wireshark, network sniffs, etc.


ADDITIONAL INFORMATION

• Full time role servicing Avaya Global Customers.
• Willingness to work in a 24x7 environment/Night Shift
• Minimal travel required.

EDUCATION/QUALIFICATION

Typically requires 10-15 years of experience and a Bachelors degree or equivalent or 8 years of experience and a Masters degree or equivalent.

Short Description

An individual contributor who provides advanced remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Provides support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of medium to high complexity. Independently determines and develops approaches to solutions. Proactive in monitoring and resolving low complexity downstream effects as a result of the fix. May highlight more complex issues. Displays an understanding of the functionality and usage of the product and in conjunction with associated product.

Experience 4 - 8 Years of Experience Education Bachelor degree or equivalent experience in Computer Science or Electrical Engineering Preferred Certifications

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