Minimum Requirements
* Minimum 3 Years’ Experience providing Level 2 & 3 Support of AVAYA telephony systems
* Understanding of help desk system and ticketing
* Providing day to day troubleshooting
* Expertise with Avaya PBX systems; administration, troubleshooting and adds/moves/changes.
* Thorough understanding of VOIP, SIP, QoS and Telephony
* Knowledge of IP Networks, servers, VM etc
* Strong communication skills both face to face and distance
* Ability to create and update diagrams, documents, spreadsheets, etc.
The candidate will be expected to:
* Support & maintain current Avaya telecom systems and services within a Global enterprise network
* Provide end user triage and support (Elite Agents, Softphone AAfD, endpoints)
* Perform software changes
* Assist with installs, upgrades, & maintenance. Patches, Certificates, capture logs, wire shark, etc.
* Support beyond moves, adds & changes.
Qualified candidates will have relevant qualifications and hands-on experience with:
* Avaya Session Border Controllers (PSTN, Internet, internal and external networks)
* Avaya Agent for Desktop, One-X Devices and other UC Clients
* Avaya Media Servers and Gateways
* Telco provided SIP trunks and telephony services.
Appreciation of the following will be helpful:
* Avaya AES and CTI messaging (integration with Genesys and other systems)
* Avaya methods for call recording e.g NICE, and WFO
* Avaya CMS Administration and CMS Supervisor
* Proactive Monitoring Tools: Avaya SAL, Nectar Monitoring, ThousandEyes Monitoring, or similar
* SIP troubleshooting, QoS and Networking
* Internet and remote working technologies
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