Your primary responsibilities will be to provide our customers with a personal, world class service, delighting customers by delivering brilliant outcomes in line with key performance indicators (KPIs), service level agreements (SLAs) and committed delivery dates.
The role will be internally and externally faced; and you will require a deep level of technical understanding in Avaya Contact Centre technologies together with the capability to be an ambassador of the services provided by Managed Customer Services to Business & Public Sector customers.
Utilising experience and evolving technical ability to resolve technical incidents, service requests, changes or problems relating to “unified communications” portfolio.
To deal with customer requests in line with Service definitions and SLA’s.
To escalate and manage incidents and requests to vendors in a timely fashion.
Management and documentation of information relating to customer incidents, service requests, change and problem, and the effective communication of progress of such events to all stakeholders in line with internal process.
Collaborate with all BT business units to bring about timely resolution of technical issues.
To lead as a product specialist for a given technology across the support teams.
Ensuring continued development of product knowledge, known issues and troubleshooting techniques throughout the support teams.
Undertake personal training and development in line with departmental needs and in line with a Personal Development Plan as agreed with Line Manager.
Development of training, tools and processes to ensure teams increase and develop technical capability.
Perform as an integral member of the Unified Communications team providing 24x7x365 service participating in an on-call support rota outside of core hours.
Deliver as Lead Technical support engineer for one or more customers.
Perform a ‘Customer Champion’ role for designated clients.
Responsible for pro-active review and maintenance of customer infrastructure.
Participate in the portfolio governance, service design and solutions assurance process to ensure our technical propositions are fit for customer and scalable for the business.
Provide input and approval within the ‘Acceptance into Service’ process for new customers.
Core competencies, knowledge and experience:
Required to hold the following Avaya professional certification - ACSS 7220v Supporting Avaya Aura Core Components.
Required to hold the following Avaya professional certification - ACSS 7230v Supporting Avaya Aura Communication Applications.
Ideally holds the following Avaya professional certification - ACSS ATI00684VEN CMS Installation and Maintenance.
Preferably degree educated.
Preferably ITIL v3 Foundation level accredited.
7+ years working within a systems integrator 3rd line support environment as a highly skilled technical engineer.
Knowledge of MCS products, customer IT systems and applications.
Experience of working across the service lifecycle, supporting and costing bids as a subject matter expert.
Posess a deep level technical knowledge of unified communications and collaboration technologies, specifically Avaya technologies and associated management applications.
Have strong service improvement and service transformation skills;
Have strong organisation, prioritisation, communication (written and verbal), tenacity and