Technical Support Engineer 驻场工程师

Technical Support Engineer
 An individual contributor who provides advanced onsite post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.

 MAJOR RESPONSIBILITIES:
 Provides support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting. Includes supporting 3rd party products and on-site support.
 Analyzes symptoms, logs, and data required to resolve issues of medium to high complexity.
 Independently determines and develops approaches to solutions.
 Proactive in monitoring and resolving low complexity downstream effects as a result of the fix. May highlight more complex issues.
 Displays an understanding of the functionality and usage of the product and in conjunction with associated product.

 Qualification
 Bachelors degree in Computer Science or Electrical Engineering or equivalent experience

 Experience
 Typically requires 3-4 years of related experience and Understand and experienced in issues such as IT productivity, performance management, service level management, quality and rework metrics, SDLC, Application, help desk.

 Knowledge & Skills
 Understanding telecommunication topology & networks. Able to articulate issues and set priorities on issues encountered.
 Familiar with Linux/Unix and Solaris environment.
 Configurations & Installation of Avaya UC and CC products servers such as, Avaya Aura Communication Manager, AES,SM & SMGR, CMS (good command on reporting and basic skills on custom reporting), Aura Messaging, AAEP, Audix, AAC, WFM, WFO, Avaya IVR, AIC,AIQ. AACC, ACCCM, SBC, PodFX, VSP 4K Switches
 Knowledge and certificate in ACSS, ACIS, CCNA, CCNP, Nice, Verint, RedHat certification, MS Lynch, Cloud architecture and provisioning. Experience with MS SQL, Cache, Informix database, CTI, SIP technologies will be an added advantage