Senior Technician | Telecoms  

Major Responsibilities and Duties:

- Provides personal support services. They must build rapport and obtain problem details from end-users and coordinate with service provider or Vendor.
- Takes initiative and ownership of reported end-user incidents/service requests. They use diagnostic tools to identify root of Communication and application-related issues. Once the issue is identified, Sr. Technicians process these incidents through an incident management system.
- Completes hands-on fixes for software installations and upgrades. They perform full server backups and configure new systems and applications. After completing installations, Sr. Technicians test the new communication system according to established guidelines.
- Performs other job-related duties assigned by superiors

Educational Requirement:

• Bachelor’s Degree in Telecommunication or any 4-year course in a related field

Experience Requirement:

• At least 2 years or more Avaya communication system experience or other Telco systems
• Preferably with CMS , IVR ,Call accounting and etc. Avaya application experience

Other Qualifications:

• Proficient in Microsoft Office Applications
• Avaya Communication system
• Troubleshooting – diagnosing the root cause of hardware or application failures using established procedures and deciding on effective resolutions
• Self-motivated individuals with strong communication skills
• Problem-solving skills
• Interpersonal skills – communicating in a polite and effective manner with both internal and external clients
• Time management – Sr. Technicians must work independently and pace themselves in order to multitask and complete jobs successfully
• Writing skills – Sr. Technician need strong writing skills to clearly respond to help desk tickets and emails