Avaya Engineer

0024
£45,000 - £45,000
IT

Our Client are a leading Unified Communications integrator and specialise in the provision of managed services and technology solutions to multi-national clients across Europe. Headquartered in the City of London, just off the “Silicon Roundabout”, the company supports clients in 35 different countries via its UK based Service Centre and an infrastructure of in-house and partner engineering resources.

Partnering with best-of-breed IP Telephony vendors, they have a service-based culture which earns them “Trusted Advisor” Status with leading blue-chip organisations across the UK and mainland Europe. They are a fast-moving organisation that deliver niche, specialist services to a growing client base. 

ROLE PURPOSE

This role will encompasses fault diagnosis and resolution in support of incident and problem management. It also includes configuration and potential lab work to pre-stage equipment followed by the implementation at client sites throughout the UK and in mainland Europe.

The portfolio of equipment to be supported will include Avaya CS1K, Meridian all options, CallPilot, CC6, AACC products and Avaya RED UCM/SMGR, Session Manager, SBC, Communication Manager, Aura Messaging, Presence Server, Conferencing Server, One-X Attendant

KEY INTERFACES a

Customers at all levels

Internal Support teams

3rd Parties as appropriate

KEY RESPONSIBILITIES

  1. Incident Management

Responsibilities:

  • Provide remote and on-site diagnostics and maintenance support for deployed systems
  • Implement the relevant system changes to resolve system faults
  • Ensure Remedy trouble ticket is regularly updated
  • Adhere to operational procedures
  • Support service colleagues on incident calls
  • Manage incident in line with SLA
  • Provide technical input into incident reports
  • Provide technical input into closure reports where required
  • Adhere to Remedy update standards  (Quality of input)
  • Engage and interact with end manufacturer for third and fourth level support
  • Keep abreast of product developments, patch databases and other known issues through regular review of manufacturer bulletins etc.
  • Undertake Avaya training courses for supported products to maintain and understand the Avaya portfolio
  • To review and update operational documentation for new and existing products and update as necessary
  1. Problem Management

Responsibilities:

  • Proactively assist in identifying/highlighting  problems
  • Manage the problem throughout the lifecycle of the problem
  • Ensure adequate handover has been completed should this be required
  • Ensure service centre advisor is updated regularly on progress of problem resolution
  • Escalate as early as possible in order to gain support where required
  • Engage and interact with end manufacturer for third and fourth level support
  • Intermittent travel throughout Europe in support of Problem resolution
  1. Escalation Management

Responsibilities:

  • Engage key contacts as per the escalation process, and in good time
  • Provide technical input as and when required during an escalation and/or post escalation
  1. MAC Completion

Responsibilities:

  • Complete MACs within stipulated SLAs
  1. Projects and Transition

Responsibilities:

  • Provide SOWs and MOPs when required
  • Undertake pre-staging to verify configurations where applicable
  • Undertake system installations and upgrades
  • Fulfilment of site audits/project activities as required
  • Undertake MATs as and when required
  • Intermittent travel throughout Europe in support of Projects
  • Responsible for reading, understanding and complying with Connect’s Information Security policies.
  1. Presales and Sales support

Responsibilities:

  • Provide technical input and support on identified opportunities as requested
  1. On site engineer

Responsibilities:

  • Work on site when required
  • Follow direction of applicable on-site contact
  • Adhere to the code of conduct
  1. On Call

Responsibilities:

  • Provide on-call support out of hours
  • Provide incident management out of hours
  • Adhere to escalation procedure where required in good time

FORMAL EDUCATION AND TRAINING

  • HND/degree engineering or related qualification / 5 Year + practical experience in this role
  • Manufacturer accredited maintenance / installation training courses
  • Formal support apprenticeship would be a distinct advantage

KEY SKILLS & EXPERIENCE

  • 5+ years experience working in the unified communications industry
  • Recognition of the issues involved in working in the service industry, with particular emphasis placed on customer focus
  • Proven track record working in a technical support/fault finding environment
  • Ability to form close working relationships with customer community, sub-contractors
  • Computer literate with experience in delivering a technical support function

KEY COMPETENCIES AND REQUIREMENTS

  • Customer Focused
  • A self motivated team player with excellent interpersonal skills
  • Excellent client facing communications skills
  • Ability to form close working relationships with customer community, sub-contractors
  • An outgoing individual willing to participate as part of a small and flexible team
  • Experience and formal training on Avaya (Blue) Products
  • CS1K, Meridian 11C/61/81, CallPilot, Symposium/CC6/AACC and Avaya RED UCM/SMGR, Session Manager, SBC, Communication Manager, Aura Messaging, Presence Server, Conferencing Server, One-X Attendant
  • Flexible approach to working hours to support our contracts and able to travel at any time of the day
  • Ability to work effectively under pressure
  • Full driving licence, mobile with own transport