Senior Support Engineer - Avaya

Posted 4 April by Fullbrook Consulting Group

The Client:

Our Client is a Telecommunications and Contact Centre solutions provider.

Role & Key Responsibilities:

  • Work closely with specialist teams to always keep own skills and knowledge up to date.
  • Deliver high levels of quality support to customers worldwide, as part of a centralised team.
  • Provide application and software support to colleagues and customers.
  • Work effectively with limited supervision to established procedures.
  • Maintain a high customer focus and meet customer expectations, as well as SLAs.
  • Interpret client needs and resolve issues accordingly.
  • Analyse and prioritise customer support requests.
  • Give T2& T3 level support at an advanced level to meet targets.
  • Update and compose new technical documentation.
  • Document major customer requests and implement changes on all systems accordingly.
  • Ensure all systems are updated regularly.
  • Strive for self-development and use company resources to develop knowledge base.
  • Share knowledge with colleagues to improve success rate.
  • Identify and implement improvement on solutions by taking a proactive and creative approach.
  • Revise processes when new requirements are found.
  • Challenge standard processes to improve solutions.
  • Monitor costs and time frames.
  • Complete any duties assigned by management where necessary.

Skills & Experience:

  • Demonstrable experience in Avaya 2nd and 3rd line support is necessary.
  • Avaya accreditation in either Communication Manager, CMS, SIP, Avaya Application Enablement Services is required.
  • Capability in Avaya Convergence support and administration is a must.
  • Understanding of TCP/IP would be beneficial
  • Excellent communication skills to explain issues to all levels of customer/colleague.
  • Exposure to and knowledge of Linux/RHEL OS.
  • Full UK driving licence is required.
  • Familiarity with VMware would be ideal.
  • Experience with Avaya products within a support role would be advantageous (Aura Messaging & Conferencing, System Manager, Modular Messaging, One-X CES, Scopia Conferencing Solutions).
  • Strong English language skills both verbal and written.

Required skills

  • Contact Centre
  • Customer Support
  • Technical Support
  • Avaya
  • Avaya Aura

Application questions

Do you have proven experience providing Avaya 2nd & 3rd Line support?
Are you experienced in Avaya Convergence support / administration?
Do you have a form of Avaya accreditation (Comms Manager, SIP, CMS)?
Do you have a proven background in a customer facing environment?
Do you have strong communication and English language skills?

Reference: 34820838

Bank or payment details should not be provided when applying for a job. reed.co.uk is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job