Avaya Support Engineer

Cerium Networks Philippines Inc.; Taguig; On-site; PHP 502,000 - 670,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Opportunities for promotion

Paid training

Work from home

13th month salary

Annual bonus

Job summary

Cerium Networks Philippines Inc. is seeking an Avaya Support Engineer to join our Service Delivery team in Manila. You will deliver IT service management for Avaya systems, support enterprise clients, and troubleshoot complex voice networks with Avaya CM and Avaya IP Office.

The role requires strong collaboration, customer communication, and experience with SIP, VoIP, and multi-platform environments. Candidates should have Avaya certifications or equivalent expertise and be willing to work

Qualifications

• Avaya certifications preferred (ACA/ACIS/ACSS/ACS/ACE/ACSA).
• 5+ years in call center tech, voice networks, VoIP (H.323/SIP).
• Experience configuring SIP trunks for Avaya CM and IPO.

Responsibilities

• Answer incoming calls and emails; respond to inquiries.
• Gather information to determine source of problem and customer needs.
• Document issues and manage cases in the ticketing system.
• Coordinate with internal resources and vendors to locate and ship replacement parts.
• Establish expectations with customers and monitor SLA adherence.
• Provide superior customer service throughout the lifecycle of each case.
• Be a self-starter and willing to work with minimal supervision.
• Willing to work shifting schedules including weekends and holidays.
• Train colleagues when cross-training is needed; mentor juniors.

Skills

Avaya VoIP systems

Customer communication

Multi-team collaboration

Troubleshooting complex systems

Project coordination

Education

Avaya certifications (ACA/ACIS/ACSS/ACS/ACE/ACSA)

Tools

Avaya CM

Avaya IP Office

Avaya Aura Messaging

Avaya System Manager

Avaya Session Manager

SIP trunk configuration

Job description

Pay: ₱45,000.00 - ₱60,000.00 per month

Job description:

Summary of Function:

We are seeking an Avaya Support Engineer to join our team of elite, industry leading support engineers. Our Service Delivery team is responsible for delivering IT Service Management activities for Avaya systems, supporting our existing client base of global, enterprise customers. The ideal candidate has experience supporting Avaya voice technology, enjoys troubleshooting and resolving system issues and has deep experience and knowledge around Avaya CM (and adjuncts) and Avaya IP Office. The candidate must work well in a team environment, is disciplined and dependable, and have good communication skills.

Job Qualification

• Avaya certifications preferred: ACA or ACIS or ACSS or ACS or ACE or ACSA.
• 5+ years of experience with call center technology, voice systems and voice networks with emphasis in VoIP systems with both h323 and SIP.
• Configure SIP trunks (routing via AAR/ARS) Experience both for Avaya CM and Avaya IPO.
• 5 years’ experience with Avaya Communication Manager. Versions 6, 8, and 10 are preferable.
• Experience in a complex IT environment with a multi-platform technical environment.
• Avaya Communication Manager (Avaya Aura Platforms) and Adjunct Administration, Maintenance, and Installation.
• Experience with VoIP, inbound and outbound voice networks, experience with network protocols and circuit provisioning and standards, understanding of LAN protocols.
• Experience with certification updates for Avaya CM (and adjuncts) and Avaya IP Office.
• Proven ability to successfully manage multiple projects and work across all levels in the organization.
• Demonstrated ability to collaborate with project teams and managers as a service provider.
• Proven ability to plan, investigate, design, and implement voice networks.
• Ability to effectively interact with customers to discuss needs and provide solutions.
• Experience with other Avaya appliances, i.e. Avaya Aura Messaging, Avaya System Manager, and Avaya Session Manager.
• A working knowledge of basic telephony, i.e. wiring, cross connects, demarcation points etc.
• Strong team player and team mentor.

Duties and Responsibilities:

• Answer incoming calls and emails, respond to customer inquiries and requests.
• Ask effective questions and gather information to determine source of problem and customer needs.
• Determine and document the issue.
• Open and manage support cases in ticketing system.
• Coordinate with internal resources and vendors to locate and ship replacement parts.
• Establish and communicate expectations to customers.
• Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
• Provide superior customer service throughout the lifecycle of each case.
• Self-starter, willing to take ownership and work with minimal supervision.
• Willing to work on shifting schedules, including weekends and holidays.
• Willing to train colleagues if cross-training is needed.
• Willing to train OJTs during their Internship Program.

Job Types: Full-time, Permanent

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Work from home

Schedule:

• 8 hour shift
• Afternoon shift
• Day shift
• Early shift
• Evening shift
• Flextime
• Holidays
• Night shift
• Overtime
• Rotational shift
• Weekends

Supplemental Pay:

• 13th month salary
• Anniversary bonus
• Overtime pay
• Performance bonus
• Yearly bonus