Primary Roles & Responsibilities:

Provide Tier 3 escalation support for clients requiring expert troubleshooting on various technical matters involving hardware, software, network and connectivity issues.  Identify, research, analyze, diagnose, resolve and close escalated technical problems in a quality and timely manner.  Provide comprehensive diagnostic, root cause and troubleshooting support, accurate problem resolution and make findings available for future troubleshooting and analysis.  Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk. Escalate irresolvable issues requiring manufacturing or carrier services support assistance within prescribed service levels and procedures to complete problem resolution. Monitor service desk tickets assigned to Tier 2 team, identify trends in problem activity, document findings and make available for future client troubleshooting issues and ensure timely closure of all assigned tickets. Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.  Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance. Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics. 

Knowledge, Skills, Abilities

Accountability  Customer Focus  Decision Making  Interpersonal Relationships  Problem Solving and Critical Thinking 

Education / Experience Requirements

Bachelor’s Degree in Engineering, Information Technology or related, preferred; or relevant experience. 10+ years of technical support experience in a support center environment, Technology Services or Managed Service Provider industry experience required. Avaya Certified Implementation Specialist (ACIS) Avaya Aura Communication Manager and Avaya Certified Solutions Specialist (ACSS) Avaya Aura Communication Manager preferred. Extensive experience supporting Nortel CS1000 systems is required. Knowledge on Avaya- ACR, ACRA ,WFO added advantage.

Supervisory Responsibility

This position has no direct reports.