Southern Scotland |
45K Up to Competitive Company Benefits
Our Client is a Telecommunications and Contact Centre solutions provider. The Avaya Solutions Specialist will provide outstanding support service and continuous service development to a large number of customers and clients. As well as working within a centralised team, the Avaya Solutions Specialist will work independently and will deliver 2nd and 3rd line remote support to the company’s clients. The successful candidate will have outstanding knowledge around Avaya / Verint product integration and demonstrable understanding of networking fundamentals. Previous 3rd and 4th Line support experience wold be highly advantageous.
Responsibilities & Requirements
The Solutions Specialist will manage and support various communication and multi-channel contact centre solutions.
Work within a centralized team to support the design of solutions and help towards tailoring the support function.
Ensure solutions are delivered in line with the required security, capacity and availability standards.
Carry out level 2 / 3 / 4 support whilst working in line with ITIL procedures.
Perform research, and testing activities to a specialist level to resolve issues.
Maintain and strive to improve cost effectiveness, working efficiency and customer satisfaction.
Communicate effectively with various departments to ensure solutions are developed in line with customer requirements.
Produce all relevant documentation, including reports and industry analysis.
Share technical knowledge with more junior members of staff.
Receive development opportunities to enhance technical knowledge and progress professional career within the business.
Strong, in-depth knowledge of Avaya / Verint product integrations.
5+ years working experience with Avaya / Verint technologies would be preferred.
ACSS level Avaya accreditation would be highly advantageous.
Solid experience in an infrastructure support role within a high paced and customer focussed environment, ideally within a managed services organisation.
Strong knowledge of networking fundamentals such as VLANs, Subnets, Wireshark.
Strong knowledge of Cloud technologies such as Azure / AWS / Google.
Excellent technical knowledge and previous experience with Operating Systems, Databases and Web Technologies.
Knowledge of security and security remediation practices.
Outstanding English language and communication skills both verbal and written.
Strong understanding of ITIL procedures.
Good understanding of software defined data centre / hosted environment.
Ability to learn and adapt to new and evolving technologies.
Excellent communications and customer service skills.
A detail orientated approach with high attention to detail.