Technical Support Specialist - AvayaDepartment: SupportEmployment Type: Full TimeLocation: Cape TownReporting To: Head of SA Managed Services and SupportDescriptionSabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. Sabio provides expertise and solutions that our customers' need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. At Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and 'can-do' attitude, which remains at the centre of everything we do. We are currently looking for a passionate and enthusiastic Avaya - Technical Support Specialist to deliver technical support to a diverse customer portfolio of complex, multivendor, multichannel contact centres and business communication solutions.Our Avaya - Technical Support Specialist bring deep domain knowledge of the solutions employed by our customers, identifying, isolating, and resolving issues within key areas such as VOIP, SIP, and Call Routing. Working closely with their counterparts across the globe, and Technical Specialists within adjacent technical areas, our customers depend on our team to minimise and prevent costly service interruptions, and to get the best value from the solutions
Key ResponsibilitiesIncident Response, Problem Management, Service Request Fulfillment and ChangeControl/Implementation24x7 Oncall for Major Incident Response
Approximately 1 week in 4
Rota runs Friday to Friday
Field Engineer Visits
SA wide
Very infrequent - approx. once per year
Out of Hours Maintenance Tasks
Regular demand for this work
Standard Managed Standby allowance
Client Consultation and Advice
Regular and growing requirements to provide consultation to our clients
Provide advice to enable our clients to get the best value from their solutions
Skills Knowledge and Expertise
Significant proven experience working with Avaya UC solutions in enterprise environments, with a strong emphasis on implementation, customization, and optimization.
In-depth knowledge of Enterprise call routing, VOIP and SIP.
Excellent working knowledge of Packet tracing tools like Wireshark, a high level understanding of LAN/WAN/Security protocols, Excellent knowledge of SSH/TLS certificate administration(certificates) A good work working knowledge of VMware and VMware principles 94
Excellent analytical skills and problem-solving abilities, with a keen attention to detail and a track record of delivering innovative solutions to complex business challenges.
Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization and convey technical concepts to non-technical audiences.
Proven ability to work independently as well as collaboratively in a team-oriented, fast-paced environment, with a commitment to continuous learning and professional growth.
Technologies
Expertise in administering and troubleshooting Avaya Aura systems, including experience with VOIP, SIP, Call Routing.
Experience with Amazon Connect an advantage.
Desirable QualificationsBachelor's degree in computer science, Information Technology, Business Administration, or related field.Desirable Certifications
Avaya ACSS 3000 – Avaya IP Office Platform Support
Avaya ACSS 7220 – Avaya Aura Core Components Support
Avaya ACSS 7230 – Avaya Aura Communication Applications Support
Avaya ACSS 7492 – Avaya Aura Call Center Elite Support
Avaya ACSS 7180 – Avaya Messaging Support
Avaya ASTA 9030 – Avaya Control Manager for Enterprise
Avaya ASTA 9090 – Avaya Call Management System
Avaya ASTA 9170 – Avaya IX Workplace Attendant
BenefitsThis is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Remote/Flexible work
Private health
18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Connectivity Allowance (Cellphone or home internet or combo depending on how the person would like to split it)
The Small PrintStrictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
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