Wfo Technical Support Engineer (verint / Nice / Calabrio)
- Convergeone India
- 5 - 10 years
- Hyderabad
- 3 months ago
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Job Description
The Advanced Diagnostics Engineer (ADE) has the responsibility to serve as an escalation point to assist the ConvergeOne Customer Success Center (CSC) engineers with managing, troubleshooting and supporting issues for ConvergeOne s maintenance and managed services customer base. The ADE position will be expected to develop and provide mentoring and training for the CSC engineering group. This position will require attainment of expert level certifications related to their area of expertise (including but not limited to AVAYA ACE (equivalent), Cisco CCNA, and VMWare DCV).
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
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: Convergeone IndiaLocation(s): Hyderabad+ View Contact
Keyskills: VMware Analytical VOIP Healthcare Telecommunication Customer service MS Office cisco Technical support Six sigma
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