Job Description

Senior Technical Support Engineer \xef\x81\xb1

• An individual contributor who provides advanced remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. \xef\x81\xb1

• Provides support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting. Includes supporting 3rd party products and on-site support. \xef\x80\xb4
• Analyzes symptoms, logs, and data required to resolve issues of medium to high complexity. \xef\x80\xb4
• Independently determines and develops approaches to solutions. \xef\x80\xb4
• Proactive in monitoring and resolving low complexity downstream effects as a result of the fix. May highlight more complex issues. \xef\x80\xb4
• Displays an understanding of the functionality and usage of the product and in conjunction with associated product.

• Bachelors degree in Computer Science or Electrical Engineering or equivalent experience \xef\x81\xb1

• Typically requires 3-4 years of related experience and Understand and experienced in issues such as IT productivity, performance management, service level management, quality and rework metrics, SDLC, Application, help desk. \xef\x81\xb1

• Understanding telecommunication topology & networks. Able to articulate issues and set priorities on issues encountered. \xef\x80\xb4
• Familiar with Linux/Unix and Solaris environment. \xef\x80\xb4
• configurations & Installation of Avaya UC and CC products servers such as, Avaya Aura Communication Manager , AES,SM & SMGR, CMS, Aura Messaging, AAEP, AAC, WFM, WFO, POM Avaya IVR, AIC,AIQ. AACC, ACCCM, SBC \xef\x81\xb1
• Knowledge and certificate in ACSS, ACIS, CCNA, CCNP, Nice, Verint, RedHat certification, MS Lynch, Cloud architecture and provisioning.
• Experience with MS SQL, Cache, Informix database, CTI, SIP technologies will be an added advantage