Advanced Diagnostic Engineer

Summary

Required Qualifications

• Bachelor’s degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years of experience in supporting the AVAYA product lines in a telecommunication environment or telecommunication organization
• 7+ years experience with advanced troubleshooting on one or more Enterprise level AVAYA communications products
• Experience in VOIP technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) and be able to systematically troubleshoot issues in a complex, enterprise level VOIP environment
• Strong analytical, interpersonal and relationship building skills
• Strong work ethic and personal drive to excel
• Exceptional organizational skills and attention to detail
• Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
• Ability to analyze complex information system data
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly and multi-task
• Must possess excellent oral and written communication skills in English
• Proficient in MS Office applications (Word, Excel, and PowerPoint)

Desired/Preferred Qualifications

• VMWare DCV
• Comptia Linux+
• AVAYA ACE (or equivalent)
• CCNA Voice

Essential Functions

• Manages assigned trouble incidents to resolution
• Possesses expert skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) to be able to systematically troubleshoot issues in a complex, enterprise level environment
• Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise
• Assists and trains on installation of upgrades and patches, and recovery from backups, if required, within areas of expertise
• Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues
• Advises on escalations to manufacturers and resolution of those escalations to closure
• Develops knowledgebase articles and information to assist in best practices within areas of expertise
• Develops and performs “HowTo” training sessions for other engineers
• Provides solutions to a diverse range of complex problems
• Builds and maintains the corporate customer service relationship
• Provides leadership to client and the MSSC, and consistently exceed client expectations
• Manages positive customer satisfaction levels