Avaya L3 Engineer
eTeam Singapore
Manila, PH
5d ago

Key Responsibilities :

  • Integration / migration related AVAYA activities and drive them end to end.
  • Manage incidents and service requests within established service level agreements
  • Perform administration, configuration of call recording equipment
  • Troubleshoot Avaya equipment. Performs timely review and planning of maintenance and upgrades for existing Infrastructures (hardware and software).
  • Maintain documentation
  • Assist in the planning and implementation call recording upgrades, patches and enhancements
  • Participate in business continuity and disaster recovery planning in voice environment to minimize work disruption.
  • Track performance against service level agreements
  • Ensure asset management and inventory are kept up to date
  • Ensure preventative maintenance is completed as specified by customer
  • Partner with internal customers and communicate changes and issues on the call recording platforms
  • Coordinate, test, and implement applications and technology through projects and initiatives.
  • Identify applications and systems that require updates and coordinate the implementation with the business owner.
  • Analyse issues and performance problems that impact the ability to conduct business Break / Fix Support.
  • Troubleshooting connectivity issues of Windows servers to ensure proper functionality and having operational support responsibilities for the call recording systems.
  • Ensure that all relevant information has been collected related to recording issues and correlated and analyse the data where applicable.
  • Proactively manage open incidents, provide regular updates on status.
  • Follow and Support of Voice Recording incident management and reporting procedures.
  • Work with Avaya partners (within customer subject matter experts and AvayaTier 3 engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue).
  • Prepare and produce root cause analysis reports.
  • Collaborate with customer subject matter expertise and external partners for installing customer / vendor certified patches.
  • Create installation and troubleshooting documentation, when necessary.
  • Programming with an understanding of the business reporting requirements and providing support to operations to understand or interpret reporting metrics and service levels.
  • Ability to recommend and implement software updates to Avaya system
  • Identify / recommend infrastructure upgrades and improvements based upon industry best practices and the Avaya Lifecycle Services Approach.
  • Ensure that the performance and availability of the data and / or Avaya infrastructure is maintained to the highest standards so that maximum productivity is achieved.
  • Conduct testing and development disaster recovery plans to detect faults, minimize malfunctions and backup systems.
  • Participate in 24 / 7 support and on-call rotation, including incident management duties.
  • Person Specification

    Knowledge / Experience :

  • At least 8 years supporting AVAYA and / or other Voice platforms
  • Experience of deploying larger multi-site configurations.
  • Experience of providing level 3 or above technical support.
  • Providing support for installations requiring Professional Services.
  • Very strong understanding of Client server technologies and Operating Systems (Linux, Windows 2003 and above) :
  • Domains / Workgroups
  • User accounts and Services
  • Security
  • Network topologies
  • Telecommunications technologies including VoIP, SIP, and TDM
  • Understanding of SQL databases, MySQL preferred.
  • Experience with managing servers (backups, restores, imaging)
  • Should have a strong understanding of VoIP, SIP and Cisco networks
  • Experience working in a technical support role, preferably to external customers
  • Preference to those with experience supporting the financial services industry.
  • Telephony knowledge a plus (NICE Cisco Call Manager, etc.)
  • Should have a strong understanding of VoIP recording technologies
  • Strong understanding of network topologies
  • Excellent verbal communication, technical writing / drawing and organizational skills and time management
  • Skills :

  • Excellent verbal and written communication, interpersonal and customer service skills.
  • Self-starter, able to work independently and as part of a team in a fast paced environment.
  • Detailed knowledge of Avaya Communication 6.2.X in a distributed and centralised environment, Avaya Session Manager 6, VoIP (H.
  • 323 and SIP) and TDM (ISDN and Bank), CTI applications in a Call Center environment, Avaya Peripheral Gateways, Avaya CMS, Modular Messaging, AES, Avaya 1X Agent, Avaya IP Agent, ACCCM

  • Superior interpersonal, verbal and written communication skills
  • Ability to manage partners and vendors
  • Time management and prioritisation skills
  • Ability to develop strong working relationships
  • Ability to manage multiple activities and changing priorities
  • Ability to work under pressure and to meet tight deadlines
  • Ability to work in a matrix reporting environment
  • Self-starter with ability to take the initiative and master new tasks quickly
  • Methodical, attention to detail
  • Excellent team player
  • Cisco ICM knowledge a plus.
  • NICE call Recording knowledge a plus
  • Strong analytical and problem solving skills
  • Qualifications :

  • At least 5 Years of Avaya production support
  • At least 3 years of experience designing, configuring, supporting, installing and troubleshooting Avaya
  • Competencies :

    Deliver Client Solutions

    Communicates clearly and effectively

    Leverage functional and business knowledge

    Self-manage performance

  • Drive results and take ownership
  • Highly organised
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