WFO Technical Support Specialist (Avaya/Verint)

Eden Scott
£38000 - £45000 per annum + benefits
09 Nov 2017
15 Nov 2017
Contract Type
Full Time
Working for a successful and well established global company, based in Glasgow, we are looking for a WFO Technical Support Specialist (Avaya/Verint). Ideally at 3rd line support level. To provide internal and external user support, on core technologies (Avaya, Verint Workforce Optimisation suite (WFO) and bespoke applications). Required skills, experience & knowledge * Previous exposure and solid capability in a 2nd / 3rd line Support role within a demanding and customer focused environment * Avaya/Verint WFO accreditation(s) * Understanding of networking fundamentals (TCP/IP) * Proven capability in WFO support/administration environments supporting bespoke and/or 3rd party applications * Analytical mindset with logical and methodical approach to problem solving * Good knowledge and understanding of ITIL specifically problem, change and incident management processes * Excellent spoken and written English: able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level * Good technical knowledge and exposure of the following; Operating Systems (Linux/Windows), Databases (MSSQL/PostgreSQL), Web Technologies (IIS/Tomcat) Desirable skills, experience & knowledge * Experience of working with WFO technologies * Avaya/Verint V/R, QM, WFM, Desktop Process Analytics, Speech Analytics and Customer Feedback would be advantageous * High level understanding of Avaya Communication Manager Administration * High level understanding of Avaya AES administration * High level understanding of Avaya IQ and/or CMS * MSCE or CCNA certification (or similar data networking certifications and/or experience) * Storage Area Networks (SAN) * Knowledge of SQL database administration * Knowledge of encryption standards * Experience of supporting and managing hosted solutions If you have strong interpersonal skills and are looking for a challenging but rewarding position and you are available immediately please send your CV ASAP.