Description

An individual contributor who provides expert post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Proactively reviews customer networks and determines where there may be issues by using multiple combined SW / HW components or cross multiple platforms using multiple protocols. Works with management and teams to implement. Displays expertise in industry protocols, solutions and customer situational management. Independently works on problems of diverse scope.

Role and Responsibilities

• Contribute significantly to client satisfaction and interface with clients with defined tasks. Customer communication and satisfaction are the highest priority. Manage Service Request, Incident, Problem and Change Management requests remotely to Global Avaya Maintenance Service, Managed Service and Cloud accounts meeting SLA compliance. Follow prescribed escalation policies to ensure customer outages are resolved with the appropriate time frames. Expected to be process oriented following ITIL practices.