Avaya Aura Support Engineer – Bulgaria

Avaya Aura Support Engineer – Bulgaria

  • Permanent
  • Sofia
  • Applications have closed.

Avaya Aura Support Engineer

Sofia / Bulgaria

Package Up to €25000

Please apply or contact Oliver.minehane@saundersscott.com for more information.

  • Keep customers and internal teams updated with the progress of projects as per the project plan agreed time frames
  • Assigning, managing and escalating tickets on to engineers and 3rd line support when required
  • Add updates to the tickets including tasks for site visits and phone calls.
  • Log and manage requests with 3rd parties and follow up any outstanding actions
  • Involvement in the handover of projects to helpdesk & support (Maintenance Handover & Acceptance)
  • Act as a role model to other engineers and staff
  • Identifying sales opportunities where systems have become end of life or additional equipment or services could be sol
  • Join the on-call or escalation rota to support our clients out of hours
  • Attend product specific training and courses
  • Achieve required product and vocational qualifications relating to the role
  • Assist the Helpdesk team with 2nd line support and on-site maintenance visits, if required.
  • Answering calls from the Support number, taking down fault specific details and logging these as a ticket into the helpdesk CRM Application.
  • Logging support tickets that come in via emails.
  • Performing initial 2nd line support to the end user and trying to resolve the fault, when possible, at first point of contact.
  • Assigning and escalating tickets on to engineers and 3rd line support when required.
  • Tracking all emails relevant to support tickets into CRM.
  • Add updates to the tickets including tasks for site visits and phone calls.
  • Log faults with 3rd parties and follow up any outstanding tickets with them.
  • Monitor automated alerts, logging and investigating if needed.
  • Complete daily tasks such as system checks on specific customer equipment.
  • Assist with any internal IT issues, logging and escalating if needed.
  • Involvement in the handover of projects from installation to support teams.

Key Skills/Requirements

  • Avaya Experience – Certification in ACIS OR ACSS would be desirable
  • Experience with Communication Manager and IP Telephony
  • Experience with Helpdesk or Customer Service
  • Must be computer literate (Software/Hardware)
  • Interested in Technology/Telephony/Networking/VoIP
  • Use of Microsoft Office Applications
  • Good Communication Skills
  • Experience with Networks and Computers would be beneficial
  • Experience with Telephony or VoIP would be beneficial
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