Avaya L3 Engineer PS
Inpiredge IT Solutions
Technical Services
Hyderabad, Visakhapatnam
Posted 10 months ago
- Avaya Product specific knowledge across Unified Communication portfolio including but not limited to Media-Servers (S87xx, S88xx) and Gateways (G250/350/450/430/650), Session Manager, System Manager and System Platform/ Virtualization (VMware), AES, CMS, Messaging and other adjunct systems
- Troubleshooting and installation experience on Avaya Communication Manager, System Platform, System Manager, Session Manager, and SBCE
- Experience in troubleshooting issues on Messaging Platforms such as Communication Manager Messaging, Avaya Aura Messaging, Modular Messaging, Audix, and Adjuncts – CMS, AAEP, AAC
- Third party products Nice, Verint, Witness, WFM (Work Force Management) will be added advantage.
- Abilities and Skills on Linux, files manipulation, software troubleshoot and tools usage under Windows and Linux.
- Working on issues escalated by Tier # 2 and experience in providing Remote Services at a Tier 3 level in a 24 x 7 environment
- Strong troubleshooting, problem-solving and analytical abilities including packet capture analysis and ability to work across different platforms
- Strong Remote Customer Relationship Management skills
- Train, Mentor, Guide Tier-2 teams, contribute in effective knowledge transfer, and building strong technical competency across the Technical Services vertical
- Analyzes symptoms, logs and date required to resolve issues of low-to-high technical complexity.
- Proposes and monitors the implementation of medium – complex solutions for customer reported incidents with multiple products
- Provides support to end-user installations, configurations, upgrades and migrations through all levels of problem solving and troubleshooting.
- Follow-up on service restoration with Root Cause Analysis of service disruption incidents
- ITIL model service delivery, understanding of SLA’s, Contract Penalties etc.
- Serve as highest escalation point for all skilled technical competencies
