
Avaya IPO T2
Inpiredge IT Solutions
Role: Diagnostic Engineer
Experience: 5+ years
Location: Hyderabad
Essential Functions:
· Manages assigned trouble incidents to resolution of point of escalation
· Possesses general skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, and Avaya IP Office product line) to be able to troubleshoot issues in a complex, Small to Medium business level environment
· Collaborates with consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast pace and demanding environment
· Follows up with customer contacts to ensure satisfactory resolutions
· Reports findings, tracks progress, and documents customer communication within incident management system
· Manages workload in a manner that meets defined Service Level Objectives
· Develops positive working relationships with internal and external customers
· Manages positive customer satisfaction levels
Required Qualifications:
· Bachelor’s degree in telecommunications or equivalent related education and work experience
· 5 years of experience supporting telecommunication hardware and software.
· Must possess strong computer skills and excellent working knowledge of general business applications including MS Work, Excel
· Must possess excellent oral and written communication skills in English
· Highly skilled in writing with details, accuracy, and consistency
· Strong analytical, interpersonal, and relationship building skills
· Superior skill in the use of the internet, e-mail applications, procurement/inventory systems, maintenance
· Strong work ethic and personal drive to excel
· Strong sense of urgency and commitment to get the job done
· Superior negotiation, coordination, and conflict resolution skills
· Ability to use (and learn new) complex systems, technologies, and applications
· Ability to adapt to change quickly and multi task
· Demonstrate high standards of conduct and ethics as well as appropriate judgement, independence, and discretion.
Desired/Preferred qualifications:
· Industry certifications on telephony and associated technology solutions
o ACIS Avaya IP Office Platform Implement
o ACSS Avaya IP Office Platform Support
· Two years working experience in the managed services industry
· Multilingual
o 5 years of experience supporting (Add specific technology here)
· Familiar with both voice and data equipment and technologies