Avaya Engineer (L2) (Anywhere In South Africa)

Avaya Engineer (L2) (Anywhere In South Africa)

vonq-organic | Cape Town, WC, ZA

Posted 17 days ago

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FunctieomschrijvingMS Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the MS Engineer (L2) are able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The MS Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity.Radford reference:Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Survey Tip: In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customers problem cannot be resolved directly by first-level resources.Job DescriptionJob DescriptionKey Roles and Responsibilities:Proactively monitors the work queues.Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.Update tickets with resolution tasks performedIdentify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolutionProvide second level support to all incidents, requests and identify the root cause of incidents and problemsCommunicate with other teams and clients for extending supportExecute changes with clear identification of risks and mitigation plans to be captured into the change recordFollow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shiftEscalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to managementWork with automation teams for effort optimization and automating routine tasksCoach Service Desk and L1 teams for technical and behavioural skillsEstablish monitoring for client infrastructureIdentify problems and errors before they impact a clients serviceLead and manages all initial client escalation for operational issues.Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvalsPlan and execute approved maintenance activitiesAudit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effortKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journeyAcademic Qualifications:Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)RequirementsCertifications required:ITIL v3/4 FoundationAny of the below for the Avaya Aura product stack (AACC, AAEP, POM, AES, SMGR, ASM, ACR)Avaya Certified Expert - ACEAvaya Professional Sales Specialist - APSSAvaya Professional Design Specialist - APDSAvaya Implementation Professional Specialist - AIPSAvaya Support Professional Specialist - ASPSAvaya Certified Implementation Specialist - ACISAvaya Certified Support Specialist ACSSAvaya Certified Solutions Specialist ACSSWork experience required4 - 6 years work experience5+ years experience required in Avaya Telephony administration as a Senior Support Engineer within a medium to large ICT organisation.Working knowledge of technical documentation and experience in co-ordination with TACExpert knowledge on management Avaya concepts, Soluton concepts and Contract Centre architecture within the supported technical domain (i.e. Network, Virtualisation, Security, etc)