Job Description Avaya Data Networking-1
Location :Bengaluru / Bangalore
Roles & Responsibilities
> Responsible to Provide Tier-1/2 level Support for Avaya Data Networking Products
> An individual contributor who provides remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.
> Provides support to end user installations, configurations, upgrades and migrations through basic problem solving and troubleshooting. May include supporting 3rd party products and occasional on-site support.
> Analyzes alarms, symptoms, logs and date required to resolve issues of low to medium complexity. Deals with routine to low to medium complex problems or issues.
> Proposes and monitors the implementation of solutions for customer reported incidents. Has limited independence and can identify additional sources when required.
> Able to determine and develop approaches to solutions within a limited scope. Usually follows established practices and procedures.
> Understand difference between layer 2 and 3 products, functionality, and features
> Identify protocols needed to provided interoperability in a multi-vendor solution
> Demonstrate proficiency with product diagnostic tools, testing software applications, and test gear
> Must have knowledge of various network topologies, LAN/WAN, TCP/IP, Ethernet, routing.
> ITIL model service delivery, understanding of SLA’s, Contract Penalties etc.
> Exposure to supporting global customers, working in 2>7 environment
> Primarily involved in Incident and Problem Management, Implementation & Critical Outages Support.
> Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting.
> Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium – complex solutions for customer reported incidents with multiple products
> Has complete understanding of the functionality and usage of multiple products or products in conjunction with associated products within the customer network
> Customer Management, represent Avaya in technical escalations.
Education and Experience Required:
> Fresher BE/MCA or equivalent with 0-3 years of relevant experience
> CertificationsACIS, ACS, CCNA, CCNP, would be an added advantage
> Superior customer service skills, verbal and written communication skills
> Demonstrate leadership skills, flexibility, accountability, and teaming
> Have excellent knowledge in core product and be multi disciplined in additional products.
> Strong Communication, Problem solving, Troubleshooting & Analytical skills are a pre -requisite.
> Should have 0-3 years of experience in supporting International Customers Data Networking environment