Avaya Support

• 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, Cerificates, capture logs, wire shark, etc.
  
• Support beyond moves, adds & changes.
  

Qualified candidates will have relevant qualifications and hands-on experience with:

• Avaya Aura Suite: Communication Manager, System & Session Managers
  
• 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
  
• Avaya Experience Portal IVR
  
• Proactive Monitoring Tools: Avaya SAL, Nectar Monitoring, ThousandEyes Monitoring, or similar
  
• SIP troubleshooting, QoS and Networking
  
• Internet and remote working technologies
  
• Deploying various Avaya based projects.