.ABOUT AVAYABusinesses 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.ABOUT THE OPPORTUNITYAn individual collaborator who provides onsite support of systems in production subsystems and/or software and/or hardware applications to customers or field personnel using remote and telephone diagnostic capabilities. Provides support for equipment in production, system configurations and updates for medium complexity end users through basic troubleshooting. Includes support for third-party products. Analysis symptoms, records, and data necessary to solve problems of medium complexity. Propose and oversee the implementation of solutions for non-routine incidents reported by customers to ensure the situation is resolved. You can proactively monitor downstream effects as a result of the solution. It may highlight other issues. ITIL aligned service delivery model, understanding of SLA's, Contract Penalties etc. Works with limited guidance on process within defined criteria.ABOUT YOUBachelor's degree in a technical field; Telecommunications, Electrical Engineering, Computer Science, or equivalent related technical experience.Demonstrable experience managing basic level Operating Systems, Data Bases, HTML protocol, Network systems and communications protocols.Experience in VoIP and SIP technologies or Avaya technical support experience may be considered.Experience working with Avaya related products and services desired. SKILLS & COMPETENCIESAbility to perform basic troubleshooting in networking with TCP/IP and SIP protocols.Understanding of digital/IP telephony and VoIP principles.Ability to identify problems, analyze logs and data required to resolve product issues of high complexity.Ability to perform basic troubleshooting in Voice communications systems and Contact Center.A general understanding in voice platform peripherals and how they connect to voice infrastructure (such as IVR, CTI, Dialers, call recording and other voice applications).Strong communication skills required.Understanding of QoS (Quality of Service) and OSI model.Knowledge of Operating Systems Linux and Microsoft Windows familiarity with command Line.Basic understanding of IVR systems
