Lead Technical Support Specialist

Lead Technical Support Specialist

Sabio Group | Cape Town, WC, ZA

Posted 16 days ago

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Lead Technical Support Specialist Department: Support Employment Type: Full Time Location: Cape Town Reporting To: Business Delivery Principal Description Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation. We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement. Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries. We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society At the Sabio Group we are looking for an exceptionally driven and experienced Lead Technical Support Specialist to join our Support department. As a Lead Technical Support Specialist, you are primarily responsible for the proactive release management aspect of Avaya’s global customer base. As part of the release management offering, you’ll work within a centralised Sabio team, alongside Avaya’s Release Management team, to upgrade Avaya customers to the latest software versions across Avaya UC/CC and Networking devices, within SLA (Service Level Agreement) targets against KPIs (Key Performance Indicators). This role requires an individual who is technically advanced in several Avaya products and considered a technical authority in one or more products in the Avaya portfolio. You’ll be working to develop towards subject matter expertise across a specialised skill set within the Avaya product portfolio. You will be expected to apply your capabilities, alongside fellow engineers, in delivering world class service across Sabio’s other existing and future support services. As part of Sabio’s continual service improvement and development strategy, you will be afforded opportunities to learn other enterprise CC (Contact Centre), UC (Unified Communications) and UX vendor technologies. You will be required to maintain a consistently high degree of customer focus applying your analytical and technical skills to understand and meet customer expectations to maintain Sabio’s market leading CSAT. Key Responsibilities Manage the Release Management aspect of designated Avaya accounts. Proactively deploy and coordinate releases, patches, fixes, and any updates to Avaya products in staging and production environments of Avaya’s global customer base while adhering to policies and guidelines. Perform software/firmware release upgrade for customers and ensure the Avaya UC/CC and Networking devices are on the latest version available. Be part of discussions with customers and other stakeholders and help them understand the need for the upgrade; analyse the risk and impact and assist them in their change management process. Proactively manage release and environment issues to minimize impact on delivery and project plans. Perform post-implementation reviews, as appropriate, evaluating Release results and opportunities for improvement. Document Release changes. Participates in upgrade planning through contribution of activities and efforts related to Release and Environment Management. Perform configuration changes, health checks and troubleshooting related to upgrades. Collaborating with other functions like Incident Management, Change Management and Service transition teams to manage customer relationship. Skills Knowledge and Expertise 1 Analyzing and Interpreting Interprets client needs, assessing the full requirements; identifies solutions to non-standard situations, investigating all the facts. Problem-solving: identifies key issues and patterns from partial/conflicting data; takes a broad perspective to problems and spots new, less obvious solutions. Ability to follow instructions and attention to detail; double-checks own work to ensure accuracy. 2 Leading and Deciding Reviews and updates existing support documentation to support service delivery and training of your team. Problem solving: Identifies key issues and patterns from partial/conflicting data; takes a broad perspective to problems and spots new, less obvious solutions. 3 Adapting and Coping Manages time to meet agreed targets; develops plans for specific work activities in area over the short-term including forecasting resource requirements. Flexibility of workload in response to emerging needs and requirements. 4 Supporting and Co-operating Promotes teamwork, coaches, and guides others. 5 Interacting and Presenting Adapts communications / style to the audience, explains difficult issues clearly, establishes consensus and attains agreement. Empathises with customer. Conducts communication with customers and colleagues professionally and courteously throughout the lifecycle to meet CSAT objectives. General Continuous Professional Development is a key focus of all roles at Sabio. Always seek to identify more innovative ways of working that create increased effectiveness. Act as an ambassador of Sabio and its key partners always. Required skills, experience & knowledge In depth knowledge of the following products., Avaya Aura Communication Manager, Session Border Controller, Session Manager and Avaya AES. Previous exposure and solid capability in a 2nd line support role within a demanding and customer focussed environment. Analytical mind-set with logical and methodical approach to problem solving. Excellent spoken and written English; able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level. Excellent patching skills in both Linux and Windows. Experience in change management or release management activities. Avaya Certified Implementation Specialist (ACIS) Avaya Certified Support Specialist (ACSS) System Manager/Session Manager 6.x Communication Manager 6.x Avaya Aura Contact Center 6.x Desirable skills, experience & knowledge Experience working with Avaya/Verint recorder – 10.x and above Experience working with Avaya Networking devices – ERS, SR Good command on SIP/H. protocols Experience with CS 7.5 and Call Pilot - configuration and upgrade Understanding of VMware environments Experience using ServiceNow ITIL Foundation certification at level 3 or 4. Benefits This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company. Benefits may include Plus many more ( Benefits are dependant on your base location.)