This position requires expert knowledge of Avaya Aura Unified Communication technologies. Technicians at this level are considered experienced practitioners with a high level of expertise, skills and knowledge to perform required duties independently. Individuals in this role are required to perform advanced technical procedures including, but not limited to installing, upgrading, configuring, administering, and maintaining Avaya UC solutions as well as providing customer support, technical support for field operations and internal support for sales, project managers, and other technicians. Knowledge of industry standards, system deployment techniques, sequential problem solving, unified communications (UC), private branch exchange (PBX), automatic call distributor (ACD), voice over IP (VOIP), session initiation protocol (SIP), and local area networks (LAN) is required. Since class specifications are descriptive and not restrictive, Engineers at this level can complete job duties of a similar nature, not specifically listed here, with minimal or no direct supervision.
• Monitor service request queues and remotely resolve reported customer issues to meet SLA and KPI initiatives
• Perform advanced troubleshooting and resolution of Avaya Aura hardware and software including core components and applications, contact centers, integrated desktop applications, call management systems, voicemail, analog, digital or VoIP/SIP phones, and networks
• Perform moves, adds and changes as requested by the customer
• Maintain and record all labor hours as well as an accurate and timely status of the service issue throughout troubleshooting and resolution in the ticketing system
• Solve advanced technical problems independently with minimal escalation to the manufacturer
• Open tickets and manage escalations with Avaya and/or other manufacturers if necessary
• Work in conjunction with the NOC and infrastructure teams to troubleshoot and repair outages
• Participate in customer business reviews and customer escalation calls
• Provide expert level remote technical support for on-site technicians
• Provide technical guidance and mentorship to other technicians on complex service or implementation issues
• Serve as a mentor and provide job shadowing for Avaya UCaaS Technician II’s
• Participate in a weekly on-call rotation schedule to provide after-hours break/fix support for critical and down systems
• Maintain and improve voice quality standards through identification and resolution of discovered issues
• Collaborate with the NOC to ensure network traffic is optimized for telephony
• Conduct testing and development of disaster recovery plans to detect faults, minimize malfunctions, and backup systems
• Adhere to departmental policies such as thorough testing of application updates, changes or patches in a non-production environment and observe change management policies and procedures
• Plan, schedule and perform system updates, patches, and upgrades during after-hours maintenance windows
• Prepare technical documentation; ensure non-technical decision makers understand technical matters
• Manage and lead implementation projects to deploy Avaya Aura UC systems
• Install, provision and configure the Avaya Aura system platform
• Participate in internal and external customer project calls and communicate regularly with the project management team
• Maintain and record all labor hours and documentation throughout the lifecycle of the implementation project in the assigned project ticket
• Ensure that all projects are delivered on-time within the scope and within budget
• Administer end user training as required
• Remain current on new products and standards in support of Avaya technology and development
• Manage time efficiently and meet concurrent deadlines in a fast-paced environment
• Report and escalate to management as needed
• Other assigned duties as business needs demand
• Experience: 6+ years
• Associate’s degree in telecommunications, computer science or related field preferred
• 6+ years of experience with large scale, multiple-location enterprise voice technology or combination of education/experience
• 4+ years of experience working with Avaya voice technology preferred
• Knowledge of, and the ability to support installation, maintenance, and repair of voice networking cloud services and equipment such as PBX, servers, routers, switches, and security devices
• Knowledge of networking with a strong foundation in LAN/WAN routing, switching and TCP/IP, VoIP
• Knowledge of SIP, Frame Relay, PPP, and MPLS networks
• Knowledge of VLAN configuration and the ability to support
• Knowledge of Avaya ProVision to export, modify and import dial plans
• Experience working in a VM environment
• Excellent verbal and written communication skills
