Phone System Support Engineer

TIG Telecom is 100% Australian-owned and Operated Telecommunication service provider.

Our People, Products, Focused on Technology & Customer Service has enable us to provide our customers better, reliable, flexible & cost-effective solutions.

we are after experience Avaya, 8x8, Microsoft Team System Support Engineer, which you will deliver via phone or on-site visits

• Telecommunications System Support: Provide technical support for Avaya, 8x8 , MS-Team systems, including Avaya Call Centre Solution ( ACCS), Avaya IP Office,  Assist users with call handling, voicemail, conferencing, and other telephony features. 8x8 UCAAS & CCAAS, MS Team routing & SIP Services,
• System Administration: Administer All the Phone systems and applications, including system configuration, user provisioning, dial plan management, and trunk configuration. Monitor system health, performance, and capacity, identifying and resolving issues to ensure uninterrupted service.
• Voice Network Troubleshooting: Troubleshoot voice network issues, including call quality problems, voice packet loss, latency, and jitter. Analyze call logs, signaling messages, and network traces to diagnose and resolve voice-related issues in collaboration with network engineers and service providers.
• Unified Communications Integration: Integrate Avaya telephony systems with unified communications (UC) platforms, collaboration tools, and business applications. Configure integration features such as presence, instant messaging, and click-to-call to enhance communication and productivity.
• End-User Support: Provide technical support and assistance to end-users regarding telephony hardware, software clients, and mobile applications. Troubleshoot user-reported issues, resolve problems, and escalate complex issues to higher-level support teams when necessary.
• Software Upgrades and Patch Management: Plan and execute software upgrades, patches, and firmware updates for Avaya systems and applications. Coordinate with vendors and service providers to schedule maintenance windows and minimize service disruptions.
• Incident Management and Ticket Resolution: Respond to System-related incidents and service requests in a timely manner, prioritizing and resolving issues based on severity and impact. Document incident details, actions taken, and resolutions in the IT ticketing system.
• Vendor Liaison: Communicate with Avaya , 8x8 , Microsoft support representatives, service providers, and vendors to escalate issues, obtain technical assistance, and coordinate resolution efforts. Follow up on support cases, ensure timely responses, and advocate for prompt resolution.
• User Training and Documentation: Develop and deliver training materials, user guides, and knowledge base articles on Avaya telephony systems and features. Conduct training sessions and workshops to educate users on best practices and troubleshooting techniques.
• System Monitoring and Reporting: Monitor Avaya system performance, usage metrics, and call statistics using monitoring tools and reporting dashboards. Generate reports on system health, capacity planning, and service availability for management review.

ESSENTIAL

• Related field, or equivalent work experience.
• Minimum 3 years of hands-on experience as an Avaya IPOSE, 8x8 Support Engineer or similar role, with hands-on experience in administering Avaya IPOSE systems and solutions.
• Strong understanding of Avaya telephony platforms, protocols, and technologies, including SIP, H.323, VoIP, and CRM integration.
• Proficiency in Avaya, 8x8, MS-Team system administration tasks, including system configuration, user provisioning, and call routing.
• Excellent knowledge of voice network troubleshooting techniques, call flow analysis, and quality of service (QoS) parameters.
• Experience with Avaya Unified Communications integration, including integration with Microsoft Teams, Cisco Webex, or other UC platforms.
• Strong problem-solving skills and ability to troubleshoot complex telephony issues independently.
• Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical end-users effectively.
• Avaya certifications such as Avaya Certified Implementation Specialist (ACIS), Avaya Certified Support Specialist (ACSS), or equivalent are preferred.
• Strong commitment to customer service, user satisfaction, and continuous learning.

ADDITIONAL

• Excellent customer facing skills
• Excellent written and verbal communication skills
• Strong attention to detail and outstanding analytical and problem-solving skills.

Some other products we use and opportunity for growth, these are all the products we maintain

-Lexmark Xerox, Fuiji and Kyocera Printers

- Check point Email/Collaboration Security

- Azure deployments

- Office 365 Licenses & MS Team Calling

- CISCO, Watchguard and Checkpoint Firewalls and end point Management

- Ruijie Reyee Networks