Technical Support Engineer – Remote U.S.

at Avaya
Location Hagerstown, MD
Date Posted January 3, 2022
Category Default
Job Type Full-time

Description

ABOUT AVAYA

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

This role is remote within the United States.  All applicants must already be located in the U.S. and this role is not eligible for sponsorship.  We currently have a requirement for a Technical Support Engineer. This position will support a large government agency with over 1500 offices and 100k users nationwide. The Technical Support Engineer supports and troubleshoots an Avaya VoIP solution. This position is located in Baltimore, MD.  Applicants must already be in the US and this role is not eligible for sponsorship.

An individual contributor who provides 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 end user installations of medium complexity, configurations, upgrades and migrations through basic 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 complexity. Proposes and monitors the implementation of solutions for non-routine customer reported incidents to ensure that situation is resolved. May proactively monitor for downstream effects as a result of the fix. May highlight other issues. Works with limited guidance on projects within defined criteria.

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ABOUT THE RESPONSIBILITIES

  • Day to day responsibilities include the monitoring and troubleshooting of an Avaya Communications Solution.
  • This includes using such tools as Windows Desktop solutions.
  • Interacting with customer representatives.
  • Interacting with tier 4 technicians to determine solutions to issues.
  • Updating tickets.

ABOUT THE REQUIREMENTS

SKILLS & COMPETENCIES:

  • Heavy Red Hat experience required - Must have knowledge with some if not all of the following: Avaya System/Session Manager, Communication Manager (CM), Avaya Contact Center (AACC), Avaya Aura, SIP/DS3s, NetIQ, Avaya Experience Portal, Firewall and Switch technology.

ADDITIONAL INFORMATION:

  • Full time position.

EDUCATION/QUALIFICATION:

  • A two year college degree or certifications in the above technologies are preferred, or 5-10 years’ experience in VoIP and SIP technologies or Avaya technical support experience may be considered.

EXPERIENCE

2 - 3 Years of Experience

EDUCATION

Bachelor degree or equivalent experience in Computer Science or Electrical Engineering

FOOTER

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy, accessible at www.avaya.com/en/privacy/policy/ and applicable Privacy Statement relevant to this job posting accessible at www.avaya.com/en/documents/info-applicants.pdf. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: www.avaya.com/en/documents/gdpr-info-applicants.pdf

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