Avaya Solution Associate Engineer

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

• 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.
• Support Avaya solution technologies including but not limited to Communication Manager, Messaging, System and Session Manager, IP Office, etc.
• Prepares for installations, upgrades, repairs, and disconnects by reviewing work orders; obtains necessary equipment, supplies, and tools; and evaluates install location
• Ensures exceptional client satisfaction is consistently delivered and maintained.
• Respond to customer requests for on-site installation/repair and perform scheduled maintenance of equipment to high standards and to the satisfaction of customers.
• Ability to independently complete smaller projects and Moves/Adds/Changes.
• Establishes and maintains strong collaborative relationships with internal and external customers.
• Ability to describe, communicate, and document troubleshooting steps performed, including Incident Response and Root Cause Analysis.
• 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
• 2+ years of experience in solutions support of various Avaya or Nortel systems.
• Knowledgeable of a variety of Avaya solutions (Communication Manager, System and Session Manager, IP Office).
• Avaya certifications preferred: ACIS or ACSS, CSTA
• General network experience preferred including administrative and desktop support.
• 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.
• Microsoft Office Suite proficiency
• Possess a valid driver’s license.
• Ability to travel to client sites should be expected as needed. Company vehicle will be provided under these situations.
• 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

• Excellent customer service, written and verbal communication skills; able to communicate effectively.
• Ability to summarize and communicate infrastructure hardware/software problems involving multiple support team(s).
• Self-motivated and adaptable to change; able to work productively in a team setting.
• Must be able to prioritize and manage time effectively, function without supervision under tight deadlines, and demonstrate initiative in problem-solving.
• Demonstrate ability to execute and perform timely follow-ups to ensure client satisfaction and retention.

Compensation

• Solution Engineer: Pay Range: $75,000 to 105,000
• 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

• Medical Insurance with a PPO and HDHP plan option
• Dental and Vision Insurance
• 401(k) matching contributions
• 15 days of PTO and 9 paid holidays
• Wellness Program
• Employee Assistance Program