CompuCom Avaya IP Support Engineer in Spokane, Washington
Avaya IP Support Engineer
The Avaya IP Support Engineer is responsible for supporting, updating, and assisting in design and integration of Avaya IP Office solutions. Troubleshoot and resolve customer escalated issues involving system, connectivity, voice and video issues.
Position can be located at any client office located in the Pacific Northwest.
Support Avaya Voice solution technologies including but not limited to IP Office, Voice Manager Pro, Aura, Communication Manager, Messaging, System and Session Manager, AES, etc.
Upgrade and maintain Avaya solutions in a turnkey environment while meeting Support Standards
Support Virtualized IP Office software with VMWare ESXi, KVM, Microsoft Hyper V or Amazon Web Services, Dedicated Avaya Server, Avaya IP Office 500 V2 appliance solutions to existing Avaya installations
Perform complex upgrades in order to move an existing environment to the latest software release with minimal disruption to customer's production environment – includes all aspects of the upgrade, i.e. hardware, firmware, and software
Provide remote and onsite support to Avaya customers the diagnosing, troubleshooting and resolving system issues – includes analyzing system alarms in an efficient manner in order to resolve any system issues that are causing system service disruption
Achieve Avaya certifications as specified by Avaya and client engineering management
Demonstrate proficiency in network fundamentals in order to support and address network issues that may impact the customer’s Avaya product solution
Focus on rapid identification and resolution of customer issues
Provide first level support to client network partners and customers
Answer questions and perform initial triage on problem reports
Document each customer interaction using Microsoft CRM ticket management system
Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)
Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolution
Create and update technical documentation, as requested
Participate in off hours and on-call support including rotational swing, and graveyard shifts
Bachelor's degree in related field or equivalent experience required
5 or more years of related work experience and training Avaya solution support
Excellent analytical ability and communications skills
Customer service skills and experience
Self-starter, willing to take ownership and work with minimal supervision
Strong organization abilities and a passion for excellence
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. * e at http://www.excell.com/ X at http://www.excell.com/ cell at http://www.excell.com/ ™ Supports Equal Employment Opportunity* e at http://www.excell.com/ X at http://www.excell.com/ cell at http://www.excell.com/ ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com at http://www.excell.com/ .