Avaya Support Engineer

Why this job matters

This role provides technical 2nd and 3rd line support and managed services to our UK government and commercial customers through the use of unified communications and collaboration technologies, 24x7x365 days a year.  By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.

The role requires a highly skilled technical team leader who is innovative, engaging, driven individual who has a proven record of achievement and experience in leading teams who provide 2nd and 3rd line services to meet customer requirements.  Part of a Voice technical support team specializing in Voice who ensures our services are available for customers. This person works directly with the technology teams across BT and interfaces directly at EMS management and senior customer operations level, taking responsibility for simple and complex support work on customer networks we underpin for UK business and Government. Ensures adherence to BT’s Compliance and Security Policies, including patching and remediating all devices to protect the BT Brand. This role will contribute to the decision-making process for new and existing voice infrastructure and applications, ensuring risk, testing and implementation processes are adhered to and followed.

What you’ll be doing

This role provides technical 2nd and 3rd line support and managed services to our UK government and commercial customers through the use of unified communications and collaboration technologies, 24x7x365 days a year.  By using market leading products and applying BTs process, quality and intellectual property, we provide our customers with services to facilitate their objectives through the power of communication.

The role requires a highly skilled technical team leader who is innovative, engaging, driven individual who has a proven record of achievement and experience in leading teams who provide 2nd and 3rd line services to meet customer requirements.  Part of a Voice technical support team specializing in Voice who ensures our services are available for customers. This person works directly with the technology teams across BT and interfaces directly at EMS management and senior customer operations level, taking responsibility for simple and complex support work on customer networks we underpin for UK business and Government. Ensures adherence to BT’s Compliance and Security Policies, including patching and remediating all devices to protect the BT Brand. This role will contribute to the decision-making process for new and existing voice infrastructure and applications, ensuring risk, testing and implementation processes are adhered to and followed.

Skills and Experience

Strong customer focus and drive to provide proactive, pre-emptive and best in class service

• Experience of supporting Avaya UC applications . 
• Makes right judgments about where to focus and provide strong visible leadership, and where to manage with a light hand
• Ability to process complex ideas and think logically; perceives and understands others
• Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
• Acts with integrity and takes responsibility for own actions and responses
• Knowledge and experience of best-in-class service
 

Experience you'd be expected to have 

Preferably HNC level educated and qualified to minimum vendor professional qualification standard.  

• Note Expert standard of certification is desirable.
• Qualified to ITIL v4 Foundation level.
• 5+ years working within a systems integrator 2nd line support environment as a highly skilled technical engineer; preferably leading teams of highly technical engineers.
• Knowledge of Avaya products, customer IT systems and applications.
• Experience of working across the service lifecycle, supporting bids as a subject matter expert;