Role: Diagnostic Engineer

Experience: 5+ years

Location: Hyderabad

Essential Functions:

·       Manages assigned trouble incidents to resolution of point of escalation

·       Possesses general skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, and Avaya IP Office product line) to be able to troubleshoot issues in a complex, Small to Medium business level environment

·       Collaborates with consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast pace and demanding environment

·       Follows up with customer contacts to ensure satisfactory resolutions

·       Reports findings, tracks progress, and documents customer communication within incident management system

·       Manages workload in a manner that meets defined Service Level Objectives

·       Develops positive working relationships with internal and external customers

·       Manages positive customer satisfaction levels

Required Qualifications:

·       Bachelor’s degree in telecommunications or equivalent related education and work experience

·       5 years of experience supporting telecommunication hardware and software.

·       Must possess strong computer skills and excellent working knowledge of general business applications including MS Work, Excel

·       Must possess excellent oral and written communication skills in English

·       Highly skilled in writing with details, accuracy, and consistency

·       Strong analytical, interpersonal, and relationship building skills

·       Superior skill in the use of the internet, e-mail applications, procurement/inventory systems, maintenance

·       Strong work ethic and personal drive to excel

·       Strong sense of urgency and commitment to get the job done

·       Superior negotiation, coordination, and conflict resolution skills

·       Ability to use (and learn new) complex systems, technologies, and applications

·       Ability to adapt to change quickly and multi task

·       Demonstrate high standards of conduct and ethics as well as appropriate judgement, independence, and discretion.

Desired/Preferred qualifications:

·       Industry certifications on telephony and associated technology solutions

o  ACIS Avaya IP Office Platform Implement

o  ACSS Avaya IP Office Platform Support

·       Two years working experience in the managed services industry

·       Multilingual

o  5 years of experience supporting (Add specific technology here)

·       Familiar with both voice and data equipment and technologies