Location
Bangalore | India
Job description
Job description
Responsibilities:
- Provide top quality technical support, troubleshooting of Information Technology networks and PBX Systems and ancillary equipment such as voicemail.
- Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of various issues arising on Avaya Aura S8500, S8720, S8300, S8800 media servers, G650, G700, G450, G350 gateways and Avaya communication Manager.
- Hands on experience with troubleshooting Call Quality and call routing issues using Wireshark.
- Excellent understanding of SIP and H.323. Ability to read and understand list trace and Message sequence trace. Create reproduction of customer environments on lab equipment.
- Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
- Install, configure, and maintain lab equipment. Degree in Engineering, preferably in the fields of IT and telecommunications
- Strong technical knowledge in the following areas: IP Networking; VoIP; TCPIP; Linux Operating Systems; and telephony technologies
- Networking and CRM tools Seibel and Service Now Remote support experience Logical and analytical approach to problem solving.
- GREAT communications skills. Customer satisfaction is our purpose; this is a HIGH TOUCH environment in which continual customer interaction over a phone call is the norm.
- Strong technical aptitude. Solid work ethic. Organized, independent, dependable, self-motivated, takes ownership and initiative.
Education and Experience:
- Degree in Engineering, preferably in the fields of IT and telecommunications.
- Minimum 4 years of experience in the information technology field. Technical Support experience is mandatory, preferably on Avaya technology.
Desired Technical Skills:
- 4 -6 years of experience in the troubleshooting (Break fix) on Avaya CM.
- Hands on Experience with troubleshooting Avaya Unified communications Platform TCPIP (IP Networking) Support of core PBX Technology and related VOIP networks. .
- Capable of troubleshooting converged networks, IPVOIP issues across IP PBX, Unified communications and contact center systems.
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