Technical Support Engineer for Avaya

Hewlett Packard Enterprise creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE brings together a portfolio that spans software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

Learning does not only happen through training. Relationships are among the most powerful ways for people to learn and grow, and this is part of our HPE culture. In addition to working alongside talented colleagues, you will have many opportunities to learn through coaching and stretch assignment opportunities. You’ll be guided by feedback and support to accelerate your learning and maximize your knowledge. We also have a “reverse mentoring” program which allows us to share our knowledge and strengths across our multi-generation workforce.

The Tier 2 Specialist Contact Center Engineer will provide Level 2 Support for Avaya Contact Center Products, i.e. Voice Portal, Application Enablement Services, Call Management Server and Avaya Aura Contact Center, Work Force Optimization or UC products (Voice) Engineer i.e Communication Manager, Session Manager, System Manager & System Platform. Good understanding of Contact Center products like voice response units, call reporting systems and call routing products. ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties. etc.

Enterprise Services is one of the world’s leading services organizations, serving more than 400 of the Fortune 500 companies and more than 1,000 businesses and government agencies in 135 countries. We help our clients focus their IT investments to better engage with their customers, manage risk, tackle the explosion of data, and transition to a new style of IT. Through our seven interconnected practices, we advise, transform, and advance each enterprise, no matter where they are in their journey. We also bring the best of HPE together to deliver innovative solutions that matter to our clients. Leveraging HPE’s portfolio we offer end-to-end solutions for today’s IT environments.

For more than 50 years, we have built a strong reputation of industry expertise and delivering the best client experience in the industry. Our clients rely on HPE Enterprise Services as a partner they can trust to deliver mission-critical services and value to their enterprise.

Job Responsibilities: • Identifies, analyzes, and resolves incidents remotely for global accounts • Identifies, analyzes, and resolves problems with Avaya Equipment installed at Customer locations • Provide break-fix remote support.. • Contribute significantly to client satisfaction and interface with clients with defined tasks • Operate in an ITIL service delivery model providing Incident Management • Manage Incidents to meet SLA and other contract requirements • Substantial exposure with supporting global customers, working in 24*7 environment • Escalate unresolved issues to level 3 and level 4 as required through standard escalation process • Contribute significantly to client satisfaction and interface with clients with defined tasks

Skills Required:

  • Engineering Degree in CSE/IT/ECE/EEE,
  • Experience: 3 ~ 5 years Required Skills
  • Professional English language skills are required; written, spoken and comprehension skills Able to work in a global team environment
  • Especially Incident Management Solid Troubleshooting skills Independently determines and develops approach to solutions
  • Ability to navigate and configure RHEL 5.x and 6.x operating systems
  • Analyses symptoms, logs and data required to resolve product issues of low-medium complexity.
  • Strong understanding of TCP/IP protocol architecture and OSI model
  • Understanding of digital telephony and VoIP principles
  • Ability to move and manipulate files, troubleshoot, and use Linux/Window tools
  • Basic network skills (including alarming/SNMP) and troubleshooting
  • Good understanding of Telecom Protocols like H.323, SIP, TCP/IP,FTP/HTTP/ISDN PRI- E1/T1, BRI
  • Ability to correlate Windows System and Application events/RHEL events with Avaya application alarm IDs
  • Ability to absorb technical publication content (Product Guides, PCN, PSN, etc.) and apply published configuration/troubleshooting steps
  • Ability to move and manipulate files, troubleshoot, and use Linux/Window tools
  • Basic network skills (including alarming/SNMP) and troubleshooting
  • Basic understanding of DMCC/TSAPI/ASAI/CVLAN protocols
  • Basic understanding of Call Recorder systems • Basic understanding of IVR systems
  • Good understanding of Contact Center products like voice response units, call reporting systems and call routing products.
  • ITIL aligned service delivery model, understanding of SLA’s, Contract Penalties etc.
  • Experience providing Remote Services at a Tier 2 level in a 24/7 environment
  • Willing to learn new technologies and new product

Extensive social benefits, flexible working hours, a competitive salary and shared values, make Hewlett Packard Enterprise one of the world´s most attractive employers. At HPE our goal is to provide equal opportunities, work-life balance, and constantly evolving career opportunities.

“If you are looking for challenges in a pleasant and international work environment, then we definitely want to hear from you. Apply now below, or directly via our Careers Portal at www.hpe.com/careers

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