Senior Service Engineer - Avaya
Job Details
CA - South San Francisco, CA
Fully Remote
Full Time
$90,000.00 - $114,000.00 Salary/year
Senior Service Engineer

The Service Engineer ensures swift resolution to our Customers Incident handling, applying acumen to our Customers MAC activity, project work, and engineering inquiries so the Customer can focus on their own day-to-day activities. The Service Engineer works in conjunction with the Service Desk, Service Delivery Managers, and Professional Services teams to ensure focus on the comprehensive solutions VOX brings to its customers.


Job Duties & Responsibilities:

  • Meet stated target resolution times
  • Communicate to customers and document in Notes quality updates about symptoms, business impact, configuration items affected, actions completed, and actions planned
  • Complete moves, adds and changes (MAC) work as requested
  • Support and maintain complex telecommunication environments
  • Manage incidents with third party vendors and carriers
  • Collaborate with Service Desk team and others to facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively
  • Create and maintain technical knowledge through documentation and knowledge share activities
  • Follow Company Policies as dictated by Management
  • Other duties as assigned

Requirements & Qualifications:

  • Minimum of 4+ years of Avaya technical experience supporting Avaya Aura products including: 
  • Avaya Communication Manager 
  • Avaya System & Session Manager 
  • Avaya Aura Messaging 
  • Avaya Certified Implementation Specialist (ACIS)  Avaya Aura Core Components  preferred 
  • Proficient in ITSM software (ServiceNow, Remedy, Heat, etc) 
  • Bachelors Degree or equivalent experience preferred 
  • Excellent written and oral communication skills 
  • Ability to work extended hours as required 
  • Strong troubleshooting, problem solving, and analytical skills