Avaya Voice NOC Engineer, Tier 1
Description

SUMMARY: 


The “UC NOC Engineer” is a Tier 1 position accountable for troubleshooting voice related services. The UC NOC Engineer’s role is analyze, troubleshoot, remediate, resolve and/or escalate issues with traditional and current Avaya IP Telephony technologies, as well as knowledge and experience with a converged environment. This position is provides the first tier of hardware and software support for current and legacy Avaya Communications Manager products, including voicemail platforms, trunking and other associated adjuncts and applications. The UC NOC Engineer works closely with NOC Service Delivery personnel to coordinate and communicate with customer contacts, vendors and service providers.  Expectations for the UC NOC Engineer are to have a high exposure to traditional voice, data and IP Telephony technologies, as well as knowledge and experience with a converged environment. Exhibit outstanding and consistent technical skills in areas of VOIP, TCP/IP Internetworking, and IP/PBX Trunking within Avaya systems/environments. The UC NOC Engineer is also accountable for supporting all incidents with the efforts of assessing risk, coordinating resolution with our Service Delivery Teams, and documenting assigned incident/problem resolutions.


PRIMARY DUTIES:

  • Monitors ticket queues to ensure customer tickets and service requests are promptly addressed
  • Promptly responds to all incidents or service requests and resolves within service level targets 
  • Qualifies, triages and escalates requests to tier two and tier three teams when needed
  • Provides proactive management to minimize outages to Avaya platforms and systems
  • Communicates with service delivery team leads on maintenance activities and unplanned events
  • Maintain awareness of system maintenance/outages and world events effecting services


Requirements

COMPETENCY: 

  • Excellent verbal and written communication, interpersonal and customer service skills 
  • Strong organizational, time management and documentation skills 
  • Self-starter, with a desire to be in a fast paced environment 
  • Sound reasoning ability and strong problem solving skills with the ability to know when to escalate 


EXPERIENCE: 

  • Experience with Aura Communication Manager 5.2 or greater
  • Experience with Avaya S-Series Server, MCC/G-Series gateways with ESS and LSP components
  • Experience with Avaya voice messaging platforms (Aura Messaging, MM, Audix, etc.)
  • Experience with Automatic Route Selection (ARS) and Avaya Automatic Alternative Routing (AAR)
  • Experience with trunking/carriers including ISDN PRI, POTS, SIP, etc.
  • Desirable, experience with Aura Call Center Elite (EAS) and Advocate ACD call-flow 
  • Desirable, experience with CMS/BCMS/AES/System 
  • Desirable, experience with System Platform, Avaya Virtualization Platform, and Session Manager


QUALIFICATIONS: 

  • Desirable, Avaya Professional Design Specialist (APDS) certification
  • Desirable, Avaya Certified Implementation Specialist (ACIS) 
  • Desirable, Avaya Certified Support Specialist (ACSS) 
  • Desirable, Avaya Certified Solutions Architect (ACSA) 
  • Desirable, Cisco CCNA


PHYSICAL DEMANDS:  

  • Regularly spend long hours sitting and using office equipment and computers
  • Regularly move from sitting to standing positions effortlessly
  • Regularly use hands and fingers to handle, control or feel objects
  • Regularly see details of objects that are less than a few feet away
  • Regularly speak clearly so listeners can understand
  • Regularly understand the speech of another person


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