This position will support and manage communication solutions and networks, and adjuncts such as Avaya Core Components for Maintenance and Installation services.
This position requires an organized individual with a positive attitude, capable of in-depth troubleshooting and customer support.
Responsibilities
- Provide remote and on-site support in diagnosing, troubleshooting, and resolving system issues. This will include analyzing and resolving any system issues that are causing system service disruptions.
- Support Avaya solution technologies including but not limited to Communication Manager, Messaging, System and Session Manager, IP Office, etc.
- Prepares for installations, upgrades, repairs, and disconnects by reviewing work orders; obtains necessary equipment, supplies, and tools;
and evaluates install location
- Ensures exceptional client satisfaction is consistently delivered and maintained.
- Respond to customer requests for on-site installation / repair and perform scheduled maintenance of equipment to high standards and to the satisfaction of customers.
- Ability to independently complete smaller projects and Moves / Adds / Changes.
- Establishes and maintains strong collaborative relationships with internal and external customers.
- Ability to describe, communicate, and document troubleshooting steps performed, including Incident Response and Root Cause Analysis.
- A solid understanding and ability to troubleshoot low voltage cabling in IDF and Data Centers.
Requirements
- High School diploma or equivalent required. Technical education or a degree in a related technical field or similar discipline is a plus
- 2+ years of experience in solutions support of various Avaya or Nortel systems.
- Knowledgeable of a variety of Avaya solutions (Communication Manager, System and Session Manager, IP Office).
- Avaya certifications preferred : ACIS or ACSS, CSTA
- General network experience preferred including administrative and desktop support.
- Other certifications desired : Any certificate demonstrating proficiency with industry-standard networking (e.g., Cisco CCNA or CCNP, JNCIA Junos), Red Hat RHCSA, SIP School Certified, Microsoft Azure, AD.
- Microsoft Office Suite proficiency
- Possess a valid driver's license.
- Ability to travel to client sites should be expected as needed. Company vehicle will be provided under these situations.
- Will be required to transport equipment and supplies from inventory location to client sites. Routine lifting is required;
must be able to lift a minimum of 50 pounds.
Professional Skills
- Excellent customer service, written and verbal communication skills; able to communicate effectively.
- Ability to summarize and communicate infrastructure hardware / software problems involving multiple support team(s).
- Self-motivated and adaptable to change; able to work productively in a team setting.
- Must be able to prioritize and manage time effectively, function without supervision under tight deadlines, and demonstrate initiative in problem-solving.
- Demonstrate ability to execute and perform timely follow-ups to ensure client satisfaction and retention.
Compensation
- Solution Engineer : Pay Range : $75,000 to 105,000
- Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.
Benefits
- Medical Insurance with a PPO and HDHP plan option
- Dental and Vision Insurance
- 401(k) matching contributions
- 15 days of PTO and 9 paid holidays
- Wellness Program
- Employee Assistance Program
7 days ago