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.
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
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
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
Mobile Device Support
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
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
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.