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Avaya Engineer – Red Specialist

Avaya Engineer – Red Specialist

Position Description: Avaya Engineer – Red Specialist

Department: Operations

Job Location: South East England

Package: Dependent on experience

Type of Position: Full Time

Hours: 37.5/Week

Job Description and Responsibilities:

This role will encompass 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 all Avaya products but with a particular emphasis on the current and emerging red portfolio.

Responsibilities include (but not limited to):

Incident Management and Technical Support


  • 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 and customer technical documentation for uplifts to maintenance as well as system changes
  • Provide technical input and support on ‘small order’ opportunities as requested
  • Provide cover when required for resident engineers on customer sites
  • Follow direction of applicable on-site contact whilst on site

Problem Management


  •  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 center 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

Escalation Management


  •  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
  •  Provide expert support to colleagues when required

MAC Completion


  •  Complete MACs within stipulated SLAs when required

Projects and Transition


  •  Provide SOWs and MOPs
  •  Undertake pre-staging to verify configurations where applicable
  •  Undertake system installations and upgrades
  •  Fulfillment of site audits/project activities as required
  •  Undertake MATs as and when required
  •  Intermittent travel throughout Europe in support of Projects
  •  Support the solution design team in terms of technical ratification

On Call


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

Job Related Skills, Qualifications, Competencies, Requirements and Experience


  •  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
  •  Proven track record working in a technical support/fault finding environment
  •  Experience and formal training on Avaya (Red) Products - ACM, Definity, AAMM/MM/Octel/Intuity, AACC/Elite, One-X Applications, WFO and SMGR
  •  Hands-on experience working with enterprise-level Contact Centre solutions including IVR/VRU, Web Integration, PBX/ACD call routing and workflow management, SIP technologies, and CTI/IVR level reporting
  •  Hands-on experience in scoping, planning, analysis, technical design, development, implementation, evaluation and/or support of new and existing Call Centers in a global distributed environment

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Added By: Ainsley Morgan On: 03/04/2014


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