Senior Avaya Support Engineer; L4 Job Cape Town area,South Africa,IT/Tech

Position: Senior Avaya Support Engineer (L4)
Functieomschrijving

Job Profile Summary
The Senior Avaya Support Engineer (L4) is responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA). The Senior Avaya Support Engineer (L4) focuses on forth line support for escalated incidents and requests with a high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.

Radford reference:

“Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems.

Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set.”

Key Roles and Responsibilities:

Proactively monitor the work queues and provide support to client where the ticket is highly technical or sophisticated in nature
Work independently, with general direction from the client, stakeholders, team lead or senior manager, to perform operational tasks to resolve all escalated incidents / requests in a timely manner within agreed SLA. Timely and consistent updates of tickets with resolution tasks performed
Proactively identify, investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
Provide forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem. Share such knowledge, to resolve issues, document them and push the knowledge down to other engineers
Communicate with other teams and clients for extending support. Act as emergency support contact as needed, for critical client and business impacting issues
Ensure that the shift hand over process highlight any key escalated open tickets to be focussed on along with a handover of upcoming operation critical tasks to be carried out in the next shift
Support, track, and document change implementation
Timely escalation of all tickets to management with ensuing updates, where applicable
Proactively identify, contribute, implement and work with automation teams for effort optimization and automating routine tasks
Systematically gather relevant information and apply technical knowledge to analyse and use highly technical troubleshooting tools and content and analytical practices
Use operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments
Coach Service Desk, Operations Center and L3 teams offering technical expertise and pushing work down to other engineering teams
Performs quality audits, covering process, service experience, ticket updates etc as required
Knowledge, Skills and Attributes:
Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record
Deep technical skills in relevant functions
Excellent client service orientation and passion for achieving or exceeding expectations
Excellent written and verbal communication skills
Ability to communicate and work…


Increase/decrease your Search Radius (miles)



Job Posting Language