Executive Support And Field Services Engineer

Avaya, Inc. Durham , NC 27701

Posted 1 week ago

About Avaya

Avaya enables the mission critical, real-time communication applications of the world's most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications offered on premises, in the cloud, or a hybrid. Today's digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Short Description

Provides technology and infrastructure services support to the business and works with IT organizations and 3rd party service providers to ensure that 'best in class' services are provided to the end users and that procedures are standardized and aligned with industry best practice and the IT Information Library framework. May have any of the following responsibilities: ensures day-to-day operational support with IT corporate policy while meeting the organization's expectations; establishing, monitoring, and publishing service level metrics and managing all operational escalations that fall within their boundaries; monitors project status, prepares activity and progress reports, and identifies and resolves problems which may impact the project results; consults with business area management regarding application alternatives, security, software usage, capacity planning, training, recovery and backup procedures; provides centralized systems operational support, administration, installation and maintenance of telecommunications networks; performs technical analysis of software, hardware, and transmission systems for voice communications; resolves network problems utilizing structured troubleshooting methods, techniques and tools; prepares and maintains standard operating procedures for the network, technical specifications and documents, drawings, and systems documentation; participates in the evaluation of vendor proposals and the benefits of changes in hardware, communications protocols, access methods, and the procurement of software and equipment; provides guidance, assistance, coordination and follow-up on client questions, and resolves problems or malfunctions of all systems applications, hardware and software. Works with limited guidance on projects within defined criteria. Provides solutions to a diverse range of moderately complex problems.


Corporate Owned Hardware Upgrades and Repair

  • Corporate Owned physical hardware PC upgrades and repair for out-of-warranty devices and in-warranty device parts not covered

Configuration and Support for Avaya Corporate used Applications

  • Configuration and support Avaya Corporate applications on PCs, Desktops and Mac computers including but not limited to:

  • Commercial Applications: Microsoft Office 2010, Mac Office 2016, Lync 2013, Office 365, Network Connect, Entrust Identity Guard SoftToken, Pulse Secure, IronPort E-Mail Security Plugin, McAfee products

  • Avaya Applications including Equinox, Avaya Aura Conferencing

Inventory and Management

  • All Avaya Corporate devices must be inventoried, managed and controlled including PCs, Macs, and Corporate Owned Mobile Devices using the corporate HPSM Platform (CMDB) which includes:

  • Asset Tagging and Administration of all Avaya Corporate Computers and Mobile Devices

  • Reassignment and Retirement of Devices

New Device Setup, Training and Operating System Re-Imaging new and used devices

  • Responsible for ensuring PCs, Macs, and Corporate Owned Mobile devices are ready for use by the Avaya employees and contractors

Physical On-Site Support

  • Physical On-Site support in US, Durham is required to support the business operations in our medium to large facilities across the world, and travel as needed to small locations for these functions:

  • The main scope from the Onsite support is for the Avaya Executives and their Admins, having a high demand coping profile and flexibility is a must

  • Corporate PCs, Macs, Tablets, Mobile Devices

  • Corporate Conference Rooms including Telephone/Speaker Phone support, Equinox Video Conference technology including monitors, Crestron setups and sound

Virtual Office Support

  • Provide Virtual Office, where employees/contractors are not in an Avaya facility but work at home or travel to a customer location out of US for any Virtual Office Employees anywhere in the world based on work hours which includes remote troubleshooting using TeamViewer. PCs, Macs, Peripherals including monitors, docking stations, speakers, keyboards, mice will require shipment to and from these locations depending on business need as well as end-user Virtual Offices.

Mobile Device Support

  • Assist employees and contractors with any issues regarding corporate used applications on their personal or corporate owned mobile devices

Telephony Support

  • Install, Collect, Configure and Troubleshoot all Avaya and Third-Party Telephony devices working with the Telephony Support teams for new hires, temporary setups for events


  • Trained in Field Services techniques, including an understanding of Help Desk and Field Services operations, call handling procedures, trouble shooting, communications, and customer/end user management skills

  • Knowledgeable about the Avaya Network, products and services with scripted support, as well as named applications that support AVAYA end users

  • Experienced in working with enterprise ticket management solutions (e.g. HP Service Manager or similar)

  • Familiar working in an ITIL based environment with focus on SLA's and KPI's

Technical Skills

  • End-User Hardware proficiency. Desktops, laptops, smartphones, tablets, including repair for out-of-warranty PCs

  • End-User Operating System proficiency. Windows 7 and 10, Mac Operation Systems, iOS, Android and Windows mobile devices. Knowledge about SCCM and JAMF software distribution solutions

  • End-User Office Software proficiency. MS-Office, MS-Lync. MS-Outlook as well as the standard software mentioned in this RFP.

  • Browsers. IE, Firefox, Chrome, Edge

  • Networking basics

3 - 6 Years of Experience


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.

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Executive Support And Field Services Engineer

Avaya, Inc.