Senior Technical Support Engineer
Webbing
IoTTCP/IP
Job Level
Mid-LevelSenior
About the role
- Provides Tier 1 customer support via telephone, email or in person communications
- Responsible for the day-to-day administration and support of ConvergeOne’s customer’s communication systems and applications
- Performs system administration and software translation changes for customer communication systems to include IP-PBX, Voicemail, Call Center systems and associate systems
- Provides Tier 1 support for Incident Management issues reported, initial triage/troubleshooting and dispatch/escalations when necessary
- Keeps detailed records of requests and information related to work performed
- Assists other team members on large projects as needed
- Supports user access and account set up, perform password resets and customer/end user training
- Manages endpoint device orders, purchases and inventory
- Manages Business Unit projects including station/user additions, changes and removals, feature activation and training
- Participates in Emergency On-call schedule
- Monitors and responds to system alert and notifications from UC Management Platform
- Creates and updates customer, system and process related documentation
Requirements
- Five or more years of project planning of IP-PBX installations and administration
- Knowledge of Avaya Communication Manager, Avaya Voice Messaging systems and Avaya Call Center systems administration
- Strong understanding of IP-PBX design in regards to trunks/groups, routing, COS, COR and station feature configurations
- Strong problem solving, decision making, negotiation and organization skill are essential
- Excellent verbal and written communication skills are essential
- Proficient with Avaya Administrations tools
- Proficient with Microsoft applications (Word, Excel, Visio and PowerPoint)
- Bachelor’s degree in Computer Sciences, Engineering or Business related field (Desired/Preferred)
- Avaya Certifications (ACA or ACS) (Desired/Preferred)
- Project Management Institute (PMI) certification (Desired/Preferred)
