Avaya Support Engineer at Simba Group

Key Elements of the Role

• Report to the Technical Manager
• Providing onsite and remote support to customers.
• Engineer is responsible for managing customers’ Avaya infrastructure, providing 1st level onsite technical support, and Avaya contact centre end-user support.
• Investigates, resolve and handle Avaya related issues and problems.
• Implementation and Support of Avaya Components
• Availability and performance monitoring, routine preventive maintenance checks, fault finding and fixing, work with senior engineers or Avaya backbone engineers
• Avaya End-user training
• Routine Avaya system health checks and Backup
• Ensure all onsite support activities are logged on our ticketing platform.
• Trend analysis with recommendations on proactive steps to avoid service outage at assigned customer site
• Perform periodic patch and minor system upgrades for customers
• Perform Configuration changes to fulfil customer requests
• Provide timely response to the customers and ensure the SLA is met
• Attend all assigned trainings
• Complete assigned exams
• Documentation

Desired Skills & Experience

• Minimum of Bachelor’s degree or HND in a related field,
• Minimum of 1 year’s work experience in Avaya Support Engineering role
• Technical Skills in Avaya IPO / Avaya Communication Manager and Avaya call center applications
• Telephony and networking knowledge.
• Providing technical support on-site or via remote-access systems
• Excellent Customer Service skills
• Courteous approach