Technical Support Engineer Level 3

Job Description: - We require technical support engineers with experience supporting Avaya Communication Manager solutions to a level 3 standard considered mandatory- Day 2 maintenance troubleshooting support skills and experience, ideally to a Tier 3 level, within large enterprise/blue chip/Fortune 500 customer environment- Any relevant Avaya Certifications / Accreditations would also be an advantage- Any additional areas of Avaya Unified Communications and or contact center skills, experience or certifications would also be an advantage- Any additional skills and experience with Day 1 Design, Implementation and or Configuration would also be an advantage- Strong customer management and communication skills, both written and verbal are also essentialJob Responsibilities: - Identifies, analyzes, and resolves incidents remotely for global accounts, performing at a minimum of Tier 2 level- Escalate unresolved issues to level 3 as required through standard escalation process- Contribute significantly to client satisfaction and interface with clients with defined tasksExperience: 3 ~ 5 years Desired Skills: - Professional English language skills are Mandatory; written, spoken and comprehension skills- Able to work in a global team environment, even isolated with minimum supervision- Good understanding if ITIL practices especially Incident Management- Solid understanding of TCP/IP protocol architecture and OSI model- Solid understanding of digital telephony and VoIP principles- Solid network skills (including alarming/SNMP) and troubleshooting- Good understanding of Telecom Protocols like H.323, SIP, TCP/IP,FTP/HTTP/ISDN PRI- E1/T1, BRI- Good Linux skills- Avaya Product Knowledge- Avaya Media-Servers (S87xx, S88xx) and Gateways (G250/350/450/430/650)- Session Manager / System Manager and or SES- System Platform / Virtualization (VMWare)- Experience providing Remote Services at a Tier 3 level in a 24/7 environment-