Role: Avaya Engineer T3

Experience: 10+ years

Location: Hyderabad/Remote

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. 10 years of experience supporting telecommunication hardware and software o Ability to clearly communicate with 3RD Party Venders  IP Office Release R8.1 and above Server Edition (Troubleshoot, Maintenance break-fix issues)  IP Office Release R8.1 and below Standalone IP 500V2’s (Troubleshoot, Maintenance breakfix issues) o Hardware proficient to support onsite technicians  Small Community networking (Troubleshoot, Maintenance break-fix issues) o Strong understanding of Licensing  Voicemail Pro (Troubleshoot, Configure, and Maintenance break-fix issues)  Embedded Voicemail (Troubleshoot, Configure, Maintenance break-fix issues) o Server Edition (Troubleshoot, Configure, Maintenance break-fix issues) o One-X Server (Troubleshoot, Configure, and Maintenance break-fix issues)  SBC Certified or minimum 2 years working knowledge on the Avaya SBC.  Must possess strong computer skills and excellent working knowledge of general business applications including MS Work, Excel.  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 multitask.  Demonstrate high standards of conduct and ethics as well as appropriate judgement, independence, and discretion.  Must possess excellent oral and written communication skills in English.

Desired/Preferred qualifications:

 Industry certifications on telephony and associated technology solutions. o ACIS Avaya IP Office Platform Implement (5 years’ experience) o ACSS Avaya IP Office Platform Support (5 years’ experience) o IPOCC Certified or Trained with minimum (2 years’ experience)  10 years working experience in the managed services industry.  Multilingual  Familiar with both voice and data equipment and technologies.  Avaya SBC (Troubleshoot, Configure, and work maintenance break-fix issues)  WebLM (Troubleshoot, Configure, and work maintenance break-fix issues)  Media Manager (Troubleshoot, Configure, and work maintenance break-fix issues)  Contact Center (Troubleshoot, Configure, and work maintenance break-fix issues)  IPOCC (Troubleshoot, Configure, Work maintenance break-fix issues)  ACCS (Troubleshoot, Configure, Work maintenance break-fix issues)  One-X Mobile for IOS and Android (Troubleshoot, Configure, Work maintenance break-fix issues)  Softphone for PC/MAC (Troubleshoot, Configure, Work maintenance break-fix issues)  Knowledge of LAN Networking.  Knowledge of VMware VMware.