Technical Support Engineer

Provide Level 2 Support for Avaya UC Products, i.e. Communication Manager, Session Manager, System Manager & System Platform. Operate in an ITIL service delivery model providing Incident Management. Manage Incidents to meet SLA and other contract requirements. Substantial exposure with supporting global customers, working in 24*7 environment.


Job Responsibilities:

• Identifies, analyzes, and resolves incidents remotely for global accounts
• Escalate unresolved issues to level 3 and level 4 as required through standard escalation process
• Personal Development - build technical skills to achieve SME level
• Contribute significantly to client satisfaction and interface with clients with defined tasks
• Educational Qualifications:

Qualifications:

Education/ Certifications :

• Engineering Degree
• CSE/IT/ECE/EEE, MCA
• Certifications (Desired)
• Avaya Certification or Industry Certification – ACE/ACS/ACIS/ACSS are preferred
• Or CCNA
• ITIL Certification

Experience: 1 ~ 3 years

Desired Skills:

• Professional English language skills are Mandatory; written, spoken and comprehension skills
• Able to work in a global team environment
• Good understanding if ITIL practices especially Incident Management
• Solid Troubleshooting skills
• Basic understanding of TCP/IP protocol architecture and OSI model
• Basic understanding of digital telephony and VoIP principles
• Ability to move and manipulate files, troubleshoot, and use Linux/Window tools
• Basic network skills (including alarming/SNMP) and troubleshooting
• Good understanding of Telecom Protocols like H.323, SIP, TCP/IP,FTP/HTTP/ISDN PRI- E1/T1, BRI
• Basic Linux and VMWare skills

Preferred Skills:
• Avaya Product Knowledge
• Avaya Media-Servers (S87xx, S88xx) and Gateways (G250/350/450/430/650)
• Session Manager / System Manager and or SES
• System Platform / Virtualization (VMWare)

• Experience providing Remote Services at a Tier 2 level in a 24/7 environment