Technical Specialist - Sat-Tues 10pm - 8am (overnight shift)

Date: Sep 6, 2024

Location...

Columbia, MD, US

Requisition ID: 36852

ABOUT AVAYA

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there?s no limit to the experiences Avaya customers can create.

The richness of Avaya?s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

The Network Operations Center (NOC) is tasked with monitoring internal/customer network components, perform troubleshooting for incidents as needed and in charge of ensuring that customer product services, software and applications related works properly. We are a team oriented, and results driven NOC with a drive to work collectively to meet the needs of our customers efficiently and effectively. To be successful in this role you will have attention to detail, be a self-starter, fast learner, and possess a strong interest to grow in the Networking/Systems/Engineering Information Technology fields.

Responsibilities: ? Perform hourly health checks. ? Conduct daily functionality testing for all customers. ? Accurately generate daily incident/change control ticket report. ? Accurately generate and upload monthly change/incident/registration report for each customer. ? Monitor/identify customer network alarms and escalate critical items accordingly through following most recent documented process. ? Efficiently and accurately convey change control correspondence to customer for all scheduled changes. ? Efficiently and accurately perform post change control health checks for specified customer. ? Receive/enter tickets into SNOW or Siebel ticketing system to be escalated to Cloud Service Engineers. ? Receive/enter MACDs into SNOW or Siebel ticketing system, assign to Software Development Team. ? Identify problems, document, and escalate to next level of support. Track status, inform, and escalate tickets as necessary to ensure compliance of all service level agreements (SLA?s) and expectations of Client. ? Provide prompt and accurate services with regards to status of Incident or Change requests to our customers.

ABOUT YOU

The schedule for this role will be Sat - Tues 10pm - 8am (overnight shift).
? Typically requires 1 year or less of experience and a Technical Certification or equivalent, preferred.
? Customer service oriented with attention to detail.
? Team player, with demonstrated willingness to learn and progress.
? Ability to provide clear and concise client support with regards to operation of the phone system, as well as best practice instructions to end users.
? Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps.
? Demonstrate strong organization and prioritization skills, including pro-active tracking of open issues.
? Strong communications skills both written and oral, including remote customer support via technology and through use of the telephone.
? Ability to create clear and accurate documentation of activities through trouble logs, trouble ticket systems, and through use of email technologies.

COMPENSATION

The pay range for this opportunity is from $50,200 to $67,750 + performance-related bonus + benefits.

This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate?s qualifications, skills, competencies, and location.

Experience

Less than one year of experience

Education

Technical Certification or equivalent experience

BENEFITS

? Well-Being: We provide comprehensive health insurance plans that include medical, dental and vision for you and your family. We also provide wellness and employee assistance programs.

? Recharge & Refuel: We work in a dynamic environment and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.

? Continuous Learning: Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.

? Growth & Development: A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.

? Giving Back: We recognize Avayans for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.

FOOTER

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf). #LI-PF1

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