Avaya Aura Support Engineer – Bulgaria

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