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Telecom Network for Professionals and Users Previous Topic | Next Topic | Topics The Telecom Network for Professionals and Users Network is not currently active and cannot accept new posts Openings with Avaya India Pvt Ltd Views: 699 Sep 12, 2006 11:43 am Openings with Avaya India Pvt Ltd # Shabnam Hirani Dear Members, I have an opening with a company called Avaya India Pvt Ltd The Job Description is below Support Engineer Managed Services Primary Focus: Technical interface to customers, BPs, OEMs, and VARs for resolution of routine or known problems related to the installation, recommended maintenance and use of Avaya products. Support is provided via voice and electronic means. Assures the highest level of customer satisfaction. Domain Knowledge: IVR/ IC/ CMS Example of Duties: • Develops technical knowledge of Avaya’s products and their uses • Primary task is to provide support to customers maintain high level of customer satisfaction while meeting response time guidelines • Resolves cases and effectively communicates status, solutions, and/or workarounds to customers • Recognizes and escalates new problems (informs Support management as appropriate) • Assists the customer in use of Avaya products • Isolates probable causes, documents and monitors product bugs • Properly documents actions taken on cases opened and processed or worked on • Participates in the problem management and escalation processes • Uses remote support techniques and tools to provide product support • Handles Severity 1,2,3,4 and escalated cases within guidelines • Displays a positive and consistent customer support/service orientation • Responsible for backlog management; including open and closed case reviews • Handles case escalations Knowledge and Skills: Technical: (Combinations of the following required) • Has required industry certifications where appropriate (i.e. MCSE, CNA, CCNA, Avaya Certification, etc.) • Stays current with product release levels, installation requirements, compatibility issues • Is recognized as a product expert and displays in-depth skills in multiple product areas and their appropriate customer utilization • Understands the principles and concepts of computer architecture and usage • Is able to use software support and research tools • Has working knowledge of the Avaya products being supported • Operating Systems, UNIX, LINUX, Windows • Database Administration • Network Administration • Enterprise System Management • HTML, Java, PL-SQL, or other state of the art programming skills Professional: • Good Communication skills • Is able to manage time and work flow to meet service levels • Adjusts language and terminology to meet the needs of the customer • Presents technical ideas clearly and checks for understanding • Handles stressful situations effectively • Provides reliable follow-up • Developing teamwork skills Qualifications: • A Bachelor’s degree in Computer Science, Engineering or equivalent (2 years relevant experience for each year of degree work) • Typically 5 or more years of relevant experience • Professional certifications are desired, i.e. MCSE, CNA, CCNA, Avaya Certification, etc. If intersted mail me your updated CV on shabnam.hirani@mafoi.com Thanks Shabnam Hirani Private Reply to Shabnam Hirani Dec 10, 2006 5:18 am re: Openings with Avaya India Pvt Ltd # Riyaz Nadaf hi shabanam couldnt sent u resume , mail was bounced regrds riyaz Private Reply to Riyaz Nadaf Previous Topic | Next Topic | Topics Back to Telecom Network for Professionals and Users

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