Description:
This position will support and manage communication solutions and networks, and adjuncts such as Avaya Core Components for Maintenance and Installation services. This position requires an organized individual with a positive attitude, capable of in-depth troubleshooting and customer support.
Responsibilities
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Provide remote and on-site support in diagnosing, troubleshooting, and resolving system issues. This will include analyzing and resolving any system issues that are causing system service disruptions.
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Support Avaya solution technologies including but not limited to Communication Manager, Messaging, System and Session Manager, IP Office, etc.
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Prepares for installations, upgrades, repairs, and disconnects by reviewing work orders; obtains necessary equipment, supplies, and tools; and evaluates install location
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Ensures exceptional client satisfaction is consistently delivered and maintained.
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Respond to customer requests for on-site installation/repair and perform scheduled maintenance of equipment to high standards and to the satisfaction of customers.
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Ability to independently complete smaller projects and Moves/Adds/Changes.
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Establishes and maintains strong collaborative relationships with internal and external customers.
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Ability to describe, communicate, and document troubleshooting steps performed, including Incident Response and Root Cause Analysis.
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A solid understanding and ability to troubleshoot low voltage cabling in IDF and Data Centers.
Requirements:
- High School diploma or equivalent required. Technical education or a degree in a related technical field or similar discipline is a plus
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2+ years of experience in solutions support of various Avaya or Nortel systems.
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Knowledgeable of a variety of Avaya solutions (Communication Manager, System and Session Manager, IP Office).
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Avaya certifications preferred: ACIS or ACSS, CSTA
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General network experience preferred including administrative and desktop support.
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Other certifications desired: Any certificate demonstrating proficiency with industry-standard networking (e.g., Cisco CCNA or CCNP, JNCIA Junos), Red Hat RHCSA, SIP School Certified, Microsoft Azure, AD.
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Microsoft Office Suite proficiency
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Possess a valid driver’s license.
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Ability to travel to client sites should be expected as needed. Company vehicle will be provided under these situations.
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Will be required to transport equipment and supplies from inventory location to client sites. Routine lifting is required; must be able to lift a minimum of 50 pounds.
Professional Skills
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Excellent customer service, written and verbal communication skills; able to communicate effectively.
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Ability to summarize and communicate infrastructure hardware/software problems involving multiple support team(s).
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Self-motivated and adaptable to change; able to work productively in a team setting.
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Must be able to prioritize and manage time effectively, function without supervision under tight deadlines, and demonstrate initiative in problem-solving.
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Demonstrate ability to execute and perform timely follow-ups to ensure client satisfaction and retention.
Compensation
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Solution Engineer: Pay Range: $75,000 to 105,000
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Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.
Benefits
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Medical Insurance with a PPO and HDHP plan option
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Dental and Vision Insurance
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401(k) matching contributions
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15 days of PTO and 9 paid holidays
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Wellness Program
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Employee Assistance Program