Engineer (Voice Communications)

NXGEN COMMUNICATIONS PTE LTD; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading IT solutions provider in Singapore is seeking a Voice Engineer to oversee the operation and maintenance of AVAYA telephony systems. The ideal candidate will have a diploma in IT and at least 2 years of experience in AVAYA solutions. Strong troubleshooting and customer service skills are essential. This role requires effective communication and the ability to work independently. Opportunities for flexible hours may be available.

Qualifications

• Minimum 2 years’ experience working in AVAYA Voice solutions.
• AVAYA certified preferred.
• Hands-on experience with AVAYA voice telephony and recording system.

Responsibilities

• Ensure day-to-day operation and reliability of the enterprise voice network.
• Provide maintenance support to clients.
• Manage Service Desk ticketing.

Skills

AVAYA voice telephony

Customer service

Troubleshooting

Technical support

Education

Diploma or Higher NITEC in IT

Tools

AVAYA Engage

AVAYA recording system

Job description

About the Company

NXGEN is a leading service provider offering end-to-end integrated infocommunications IT solutions services. We lead digital transformations for clients by modernising their mainstream IT and deploying digital solutions at scale to drive growth and performance.

At NXGEN, we put our customers first and help them navigate their digital transformation with ease. We recognise the importance of connecting people to foster collaboration and build relationships that last, and we empower their business by providing innovative solutions and technical expertise. Our commitment to honouring our word is integral to everything we do.

NXGEN is a wholly-owned subsidiary of TeleChoice International Limited, a publicly listed company. TeleChoice is also a portfolio company of ST Telemedia, a strategic investor in communications and media, data centres and infrastructure technology businesses, across Asia, the US and Europe.

TeleChoice International Limited ("TeleChoice") is a regional diversified provider and enabler of innovative communications. Incorporated in Singapore on 28 April 1998 and listed on the Main-Board of the Singapore Exchange Securities Trading Limited ("SGX-ST") on 25 June 2004, TeleChoice is a subsidiary of leading infocommunications group, Singapore Technologies Telemedia Pte Ltd, which operates in the Asia Pacific, the America and Europe.

At NXGEN, we deliver value, create newer experiences and empower enterprises with next generation hospitality, enterprise network infrastructure, unified communications and contact center solutions. We have the expertise to integrate legacy systems with our next generation technology providing our customers with an optimal solution for their business needs.

We have deep experience in implementing complex solutions for our customers from a wide spectrum of industries including the financial, manufacturing, healthcare and hospitality sectors, as well as government agencies. Through our associated companies and partners, we support our customers throughout the Asia Pacific region.

We are in search of Voice Engineers in the Avaya telephony unified communications field to be outsourced to our customers projects.

Responsibilities

• Responsible for ensuring the day-to-day operation, reliability, and integrity of the enterprise voice communications network. This includes installation, maintenance, and management of the AVAYA Voice Telephony and recording system.
• Operations and Maintenance Services for Telephony Systems, Unified Comms and Contact Centre Solutions.
• Operations and Maintenance Services
• Provide maintenance support to clients.
• Manage Service Desk ticketing.
• Provide technical assistance and support via phone, email or onsite.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Monitor and respond quickly and effectively to customer inquiries and ensure appropriate resolution of the same.
• Perform preventive maintenance of AVAYA Voice telephony systems.
• Plan and Implement of AVAYA voice telephony systems for clients
• Provide presales & post sales support and maintaining all necessary technical documentation.

Requirements

• Diploma or Higher NITEC in IT, Unified communications or Engineering field.
• Minimum 2 years’ experience working in a AVAYA Voice solutions.
• Avaya Engage or AVAYA certified will be preferred.
• Knowledge & Skills:
  • I. L1 to L2 resource with hands on AVAYA voice telephony and recording system with more than 2 years of experience
  • II. Knowledgeable in AVAYA Voice telephony and Recorder system
  • III. Able to support and maintain AVAYA voice telephony and recording system
• Abilities:
  • I. Customer facing and managing abilities, positive, committed and independent
  • II. Excellent communications and interpersonal skills
  • III. Highly organized and able to work on own initiative to complete the range of tasks required
  • IV. Flexible and willing to work outside core business hours as required
  • V. Rotated Standby duties