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Senior Technical Consultant (Avaya Voice)

Job Description

Responsible for exceptional client service that cannot be resolved by Tier 1 support by providing technical support engineering through analyzing and troubleshooting the most difficult and advanced technical problems and resolving complex hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).

Primary Roles & Responsibilities :

• Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues.
• Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.
• Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.
• Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
• Escalate irresolvable issues requiring manufacturing or carrier services support assistance within prescribed service levels and procedures to complete problem resolution.
• Monitor service desk tickets assigned to Tier 2 team, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.

Knowledge, Skills, Abilities

Education / Experience Requirements

Supervisory Responsibility

This position has no direct reports.