Our client is an international leading provider of mobility solutions across Europe, Africa and Middle East.
As an AVAYA Support Engineer you will be working in the IT ServiceDesk division and reporting to central IT ServiceDesk. Your objective will be providing support to business and IT stakeholders.
Your main responsibilities:
Providing support to business and IT stakeholders
•Implement systems, technologies and processes that ensure that all voice systems are monitored, managed and maintained to ensure their availability and reliability
-Acting as a point of technical escalation
-Reviewing the opportunities for architectural, technical and process improvements
-Facilitating any moves/ adds/ changes as required
-Ensuring adequate stocks and availability of spare telephony devices
-Creating technical support documentation
-Integrating the telephony infrastructure with other systems
-Working closely with third party support and implementation partners to ensure a satisfactory outcome
-Impacting knowledge to enable other trouble – shooting disciplines to provide a faster time to resolution
We are looking for a person with the following experience and skills:
Experience
-Significant and proven telephony infrastructure experience including distributed systems and call centre telephony based on Avaya technology
-Experience in a customer-facing role
-Proven experience of managing, supporting and troubleshooting AVAYA telephony systems (including CMS, ESS, LSP, ACE and Modular Messaging
-Experience working across multiple countries/locations in a team of geographically dispersed engineers is an Advantage
Skills
-Excellent English and Spanish in IT environment, other languages is a plus
-Ability to own technical escalations to resolution and providing updates to key business stakeholders
-Familiarity with cloud-based voice solutions
-Sound and proven knowledge of unified communications infrastructure
-Hands-on knowledge of telephony standards and protocols
-Experience of working in an ITIL, COBIT or other recognized process-driven environment will be valued
-Knowledge of LAN/WAN technologies are desirable
-Experience of Microsoft Lync and experience of workflow management solutions would be an advantage
Soft Skills
-Proven ability to self manage tasks and priorities
-Clear commitment to the delivery of high levels of customer service
Other
•Availability of short business trips and be on-call
•Occasional requirement to work evening or weekend hours in support of planned changes that must be implemented outside of normal working hours.
•Requirement to work extended hours in the event of a serious incident or outage
•Temporal contract
•Competitive salary
•International work environment, possibility to travel
