Service Specialist - Avaya

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

This is a “Level 1” support position in NWN Carousel’s NOC for the ESG Managed Services team, which supports  NWN Carousel’s customers. Engineers in this team are responsible for:

• Diagnosing and remediating incidents and problems related to Avaya Enterprise  
• Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups if not able to handle within ECG team
• Working within a team of Carousel ECG colleagues, NWN Carousel service desk, vendors, client personnel, various managed services engineering teams, and project personnel
• Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
• Utilizing existing tools, including SAL, Nectar, Engtools, Wireshark, OpsRamp, and other related tools  to proactively recognize issues and trends
• Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
• Providing follow up to ensure proper problem and resolution management is being done to prevent recurring incidents
• Mentoring Technicians and Level 1 Associate Engineers
• Maintain senior-level expertise with multiple products serviced by the Systems Engineering team

Customer Support

• Acts as an escalation point for incident and problem resolution.
• Services customers’ simple and complex service requests and MACD tickets across multiple technical platforms.
• Triages, diagnoses, and remediates customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations. Technology serviced may include (but will not be limited to) the following:
  • AVAYA Enterprise products
  • Virtualization: VMware
  • SBC products AVAYA , Ribbon, Oracle,
• Coordinates all required resources for applying fixes to recurring incidents and issues.
• Executes patches and upgrades of the following:
  • AVAYA Enterprise products
• Recognizes and appropriately escalates client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
• Maintain discipline and professionalism during all interactions and in all verbal or written communications.
• Ability to access and navigate ServiceNow (NWN Carousel’s ticketing and ITSM system) as well as 3rd party ticketing systems and support sites in order to obtain and apply firmware, software, and licenses.
• As demand dictates, Engineers may be asked to answer phone calls and emails from customers on the “front line” during overflow situations

Reporting/Information Resources

• Performs routine reporting and analysis of data elements via various client access methods/systems.
• Responsible for inputting data into NWN Carousel’s ticketing, alarming, and other internal tracking systems.
• Identifies and researches account discrepancies to ensure data consistency between systems.
• Corrects and updates system information as needed.

Analysis, Problem Solving, and Service Planning

• Responsible for making decisions in resolving problems of a technical nature within pre-defined limits, referring anything of a more complex nature to team members/senior staff.
• Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action.
• Plan and organize own day to day tasks within the parameters set out by senior staff in line with service delivery
• During each shift worked, update all tickets not in an “SLA Paused” state that are assigned to self
• Document troubleshooting steps and results within ticketing system(s) in both a concise manner or comprehensive manner, depending on what level of detail is required.
• Build and/or review Problem Analysis Reports and Root Cause Analysis (RCA) reports

Developing Knowledge of Internal Process, Systems and Technology

• Develop solid working knowledge of the support area(s) assigned, as well as knowledge of peripheral support areas assigned to the team.
• Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
• Work to develop a deeper understanding of NOC operations, including commonly used software, hardware, and other equipment used to support Carousel’s customers; use experience to make any appropriate recommendations.
• Build relationships with vendor contacts who you may need to work with to solve complex, escalated issues.
• Understand individual and departmental goals and the direction to achieve the goals.

Non-Essential Duties and Responsibilities:

• Performs other duties as assigned.

• A minimum of 2 years’ experience supporting  supporting  telecommunications as well as related experience in Data Networking as it applies to telecommunications
• A minimum of 2 years experience supporting
• AVAYA enterprise environments including related to hardware and software
• At least 2 years’ experience supporting AVAYA Telecommunications environments
• Familiarity with DNS, and DHCP ASA, Putty, Terminal windows, AVAYA alarm management
• Bachelor’s Degree preferred; or minimum of high school diploma (or equivalent) and 5 years of experience in an IT or MSP role required.
• Avaya Aura®Core Components ACSS
• Avaya Aura®Core Components ACIS
• Prior experience working in a service desk or a technical call center environment.
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions, SOPs, and knowledge base documents
• Excellent communication, organizational and time management skills.
• Ability to work independently as well in a team environment.
• Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
• Strong computer skills, including intermediate typing abilities.

Preferred Qualifications:

• Experience with Microsoft Office – intermediate to advanced (preferred)
• Experience with ServiceNow
• Experience working within a NOC environment
• Experience working with Linux
• Avaya Aura®Core Components ACSS
• Avaya Aura®Core Components ACIS

Physical/Mental Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to:

•  Regularly analyze problems, which arise in the system environment and to correct these problems.
• Have the mental capacity to analyze data and perform statistical analyses (computer assisted).
• Have good interpersonal and communication skills (both oral and written) and be sensitive, adaptable, professional, and articulate when dealing with others.
• Lift and/or move up to ten (10) pounds; occasionally lift and/or move up to twenty-five (25) pounds; and occasionally lift and/or move up to fifty (50) pounds.
• Occasionally stoop, crouch, and reach.
• May be required to sit for long periods of time.
• Hone listening skills to comprehend the scope of the issue.
• Regularly talk and hear.

Training Requirements:

• Avaya Aura®Core Components ACSS
• Avaya Aura®Core Components ACIS
• Avaya Aura®Communication Applications ACSS

Working Hours:

• Schedule will be assigned based on shift.
• You may be assigned to different work schedules/shifts outside of normal working schedule to meet business needs. This may include, but is not limited to, participating in on-call rotation with peers and/or providing coverage on holidays in order to meet 24x7 response requirements.

Travel Requirements:

• May be required to travel locally to client premises to troubleshoot issues on site.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.