Technical Onboarding Engineer(Tier 1)

Description

Key Role & Responsibilities:

· Remotely register newly installed products including Secure Access Link-based product, product configuration, connectivity establishment, and alarm testing using both Linux command and web based graphical user interfaces

· Communicate the registration status of customer equipment and perform troubleshooting · Help customers identify and re-configure unhealthy assets

 · Provide support via Phone, Email, and Web based tools

 · Attend daily / weekly meetings to review enhancements and new features on Avaya products

 · Document and report daily activities

· Responsible to provide timely and effective resolution on basic to complex technical support queries

· Escalates necessary cases to the right level within the defined LOB (Line Of Business)

· Ensures compliance with all company and departmental policies, procedures, and guidelines

· May be required to perform other tasks as requested, assigned, or directed

· Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels

Desired skills and Experience:

· Strong customer service skills

· Experience with Avaya products such as Communication Manager, Gateways, AES, CMS, Modular Messaging, etc. is a plus

 · Demonstrated ability to work in a fast paced environment

· Ability to work with minimal supervision

· Innovative and self-starter

· Ability to follow instructions as directed

· 1-2 years’ experience in a help desk or technical support process Mandatory skills:

· Data networking

· Basic to Intermediate level understanding of Linux command line

· Intermediate to advanced level Excel and analytical skills

Are you a returning applicant?