Technology Consultant

5 days left

Recruiter
Reed Technology
Location
London
Salary
40000.0000
Posted
04 Feb 2017
Closes
04 Mar 2017
Contract Type
Permanent
Hours
Full Time
Our client is looking for a “Technology Consultant” to provide engineering services for UK and Global Clients,

This position is UK based but may require extensive travel to client sites in the UK and in mainland Europe. The role would suit an experienced engineer or consultant looking to leverage existing skills in our core technology partners in an environment where there will be no shortage of interesting technical challenges. The individual should be able to articulate the benefits of the technologies being deployed, partnered with our managed services to maximise the return on investment.

Responsibilities include (but not limited to):

• Installation and commissioning of Avaya Blue products
• Provide support for Avaya Blue products and manage faults that arise
• Resolve customer issues (incidents / problems) ensuring contracted SLAs / OLAs are met.
• Provide feedback to the service desk to ensure that faults are updated and closed within SLA timescales, and that they are updated of any on-going situations
• Provide reactive assistance for customer faults, attend customer sites where required, and work with other engineers where required to provide a resolution
• Perform diagnostics and troubleshooting to determine the cause of technical faults or errors; resolve technical issues and communicate with other technical experts for problem resolution.
• Undertake proactive activities such as checking/monitoring customer solutions, taking solution backups and assisting with customer queries
• Undertake Moves Adds and Changes
• Create, update and maintain site documentation as necessary to reflect any changes/updates to the customer environment including remote access procedures
• Assist with developing internal documentation for installation instructions, how-to’s and processes for Moves-Adds-Changes-Deletions
• Undertake / assist in the staging of equipment in preparation for customer installations or replacements
• Undertake / support high complexity projects
• Perform system upgrades including firmware, software, and hardware as required.
• Verify equipment, service and customer acceptance prior to departure from customer site.
• Provide estimation and planning inputs for implementations or major upgrades to Project Managers as and when required
• Follow documented escalation processes as and when required. This includes internal and customer escalation processes
• Ensure that systems and applications are installed, configured, monitored, managed and maintained in accordance with company policy and industry ‘best practices’
• Be part of the On-Call Rota, currently 1 in 4
• Comply with all policies, processes and procedures set out by Connect Managed Services.

FORMAL EDUCATION AND TRAINING
• HND/Degree in engineering or related qualification / 5+ years
practical experience in a similar role
• Experience and formal training on 2 or more of our technology
partners portfolios
• Avaya Accreditations in relevant UC products.
• Data Certification is a distinct advantage

KEY SKILLS & EXPERIENCE
• 5+ years’ experience in an Engineering/Consultative
environment
• Product knowledge of Data, Voice, IP and converged
communication solutions
• Recognition of the challenges involved in working in the
service industry, with particular emphasis placed on customer
focus solutions, managed services and consultative selling
• Excellent experience in Avaya Blue Products
o Avaya Aura System & Session Manager
o Avaya Unified Communication Manager (UCM)
o Avaya Network Routing Service (NRS)
o Avaya Communication Server 1000 (CS1K)
o Avaya Aura Contact Centre (AACC)
o Avaya CallPilot
o Telephony Manager
o Avaya Contact Recorder (ACR)
o Avaya Quality Monitoring (QM)

• Ability to form close working relationships with customer
community, sub-contractors and manufacturers
• In-depth knowledge of enterprise voice design principles,
products and protocols
• Analytical, problem-solving and decision-making skills
• Experience of network troubleshooting, performance analysis and testing
• Demonstrate excellent Project experience (large network deployments and cross-discipline project deliverables)
• Understanding of packet capture and trace analysis tools
• Knowledge of WAN/LAN topologies and protocols, networking technologies. (Ethernet, TCP/IP, BGP, OSPF, PIM, SNMP, MPLS)

Reed Specialist Recruitment Limited is an employment agency and employment business