Avaya Telephony Specialist

JOB SPECIFICATION

JOB TITLE: Avaya Telephony Specialist

REPORTING TO: Branch Manager- Kent

UNIT/GROUP: ROS

OVERALL PURPOSE OF JOB:

Provide Technical Support to ContinuitySA clients, during day-to-day operations, Planned and Unplanned Incidents and Testing Activities.

MAIN RESPONSIBILITIES/TASKS:

  • Manage and maintain Avaya PABX.
  • Manage and maintain HP network infrastructure.
  • Provide Technical Support during Client testing activities as well as Planned and Unplanned Incidents that may cause our Clients to invoke their services.
  • Ensure completion of preparation checklist for Client Testing and communication to all relevant parties.
  • Liaise and task relevant Departments and Service Groups to assist with test preparation.
  • Post Client Testing ensure that all infrastructure and equipment is returned to Standby state.
  • Achieve an average CSI rating of 95% or more for all Client tests on an ongoing basis.
  • Keep accurate records of equipment used by clients and ensure all variations to contracted equipment are documented.
  • Resolve client technical problems, including installing and upgrading of software, implementing changes and configuring systems and applications.
  • Test potential fixes before applying to critical systems and follow up to ensure problems have been adequately resolved.
  • Preparing for and attending client and internal meetings and ensure professionalism and punctuality at all times. When required, ensure accurate documentation is produced from these meetings.
  • Ensure knowledge of client requirements and contractual obligations for all clients assigned to you or that you have an active role in delivering services to.
  • Provide guidance and advice to Clients to implement and improve their Disaster Recovery Plans and Technical Recovery Plans.
  • Ensure that the monthly “Bills of Health” reports are done on all allocated equipment by ensuring that all technology is in a healthy state including servers, storage, desktops, telephony etc.
  • Completion of accurate and relevant documentation within timeframes and deadlines, relating to testing as well as day to day documentation.
  • Provide pre-sales and support to Sales and Solutions Design Departments if required on specialised solutions.
  • Prioritise and escalate problems when required to the appropriate Management levels.
  • Ensure technical capability is achieved and maintained for all core technologies selected by the company.
  • Test potential fixes before applying to critical systems and follow up to ensure problems have been adequately resolved.
  • Ensure compliance with Asses Management Procedures.
  • Ensure compliance to Site Security and escalate risk factors.
  • Resolution of Service Desk requests and incidents and ensure achievement of SLA’s.
  • Create and align client service catalogue with client SLA’s.
  • Ensure in-depth knowledge with regards to relevant and applicable clients SLA’s.
  • Ensure compliance with the clients contact change process.

CONTACTS:

  • Internal: ContinuitySA’s employees and contractors.
  • External: Clients, Prospects, Service Partners and Technology Vendors.

OTHER FEATURES OF THE JOB

  • Own transport and valid driving license.
  • Flexibility to work after normal working hours, weekend work may be required based on client tests/invocations/projects.
  • One weekly standby as per standby roster.
  • Willingness to travel to other sites and offices throughout Africa when required.

KNOWLEDGE, SKILLS and COMPETENCIES:

  • Advanced knowledge of Avaya and HP networking.
  • Understanding of IP, LAN and WAN connectivity and administration.
  • Knowledge of archiving, backup and storage hardware and software technologies.
  • Working knowledge of diagnostic utilities and their appropriate application.
  • Good written and verbal communication skills.
  • Good interpersonal skills, with a focus of rapport building, listening and questioning skills.
  • Strong technical documentation skills.
  • Good experience with Avaya Enterprise system.
  • Amethyst recorder administration.
  • Virtualisation Technologies – VMWare
  • SAN Technologies – Fibre and iSCSI
  • Backup Technologies – Symantec, Microsoft, EMC, Veeam
  • Networking Technologies – HP, Cisco, Juniper, FortiGate

MINIMUM EDUCATION, QUALIFICATIONS, EXPERIENCE REQUIRED BY INCUMBENT:

  • Matric with Exemption.
  • Tertiary education, preferably in a technical or business degree or diploma.
  • Minimum of 5 years in an ICT related industry, at least 5 of which in a junior role.

OPTIONAL ADDITIONAL EDUCATION, QUALIFICATIONS, EXPERIENCE BY INCUMBENT:

  • Linux+
  • ITIL Certification.
  • BCI Certification.
  • Additional qualifications towards business or technical degrees.

CANDIDATE PROFILE and ABILITIES:

  • In a medium sized organisation, the team members must be flexible and willing to undertake a wide range of activities in the course of daily business, including some which may not normally be part of the job description.
  • Ability to communicate across a broad range of technical disciplines.
  • Strategic thinker.
  • Good organisation and time management skills.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Exceptional customer service orientation.
  • Experience work in a team orientated, collaborative environment.
  • Ability to effectively prioritize and execute tasks in a high pressure environment.
  • It is a requirement that the individual filling this position has an aptitude to learn new skills, to think for him/herself, and be able to work in an environment where fixed routines may not be established.

How to Apply

All CV’s to be submitted in HR by close of business on the 31 January 2019.

Download the job specification here or apply now.