London, Derbyshire, United Kingdom

Salary:£45000 - £50000 per annum + Benefits (GBP - British Pound)
Date posted:06/01/2012
Job Type:Any
Company:Harvey Nash Plc

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Level 3 Avaya Support Engineer required for our London based client. This position will be reporting to the Head of NOC, focussing on providing support to customers whose tickets have been escalated by the Tier II engineers. The Tier III engineers will be required to mentor the Tier II engineers and will be expected to resolve most problems remotely and may also be asked to work onsite. This is a critical hire and our client is looking to hire immediately. Candidates will be responsible for the following:· - Engineering resource for implementation activities - As part of a talented support team you will be required on occasions to assist with customer installations both during working hours and after hours- Contribute to the success of the installation by being proactive in your approach to the installation process- Identify and recommend possible solutions to problems occurring during the installation process- Be resourceful in finding solutions to any problems that could arise during the installation process- Resolution of customer support calls within the agreed SLAs between the customer- Take ownership of the resolution of customer queries / faults escalated to the Tier III team- Be resourceful in sourcing the correct solution for customer queries / faults- Ensure that queries / faults are resolved within the agreed SLAs between the customer and XXXXX- Maintain a professional relationship with the customer ensuring an "excellent customer service" experience for all XXXXX customers- Communicate solutions in a coherent and professional manner - either written or verbal- Remote support and maintenance- Participation in the out-of-hours on-call rota- Act as a mentor to other members of the team- Demonstrate good time management skills through good management of your workload- Assist the Tier II Team in undertaking their responsibilitiesCandidates must have had experience with the following:- Avaya Communication Manager- S88xx / S87xx / S85xx /S8400/ S8300- G700 / G650 / G450 / G430 / G350/ G250 media gateways- Session Manager/System Manager- Avaya CSCM/ACR-10- CMS- Avaya AACC- Avaya One-X mobile/presence- Avaya ACE-Avaya Modular Messaging/Audix- Good working knowledge of programming the Communication manager software-Installation / Cabling-Automatic Call Distribution - Vectoring, agents, splits, skills-ARS and AAR routingCandidates will have a minimum of the following qualifications:- Minimum of three years experience - Minimum of ACS or CCVP QualificationAs site travel will also be required, candidates must hold a full driving license and own their own car.If you feel like this is a position you have the right skills for, apply ASAP.