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Convergeone India
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Advanced Diagnostic Engineer

Advanced Diagnostic Engineer

Convergeone India

5 - 7 years

30 - 35 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

vmware voip telecommunication application development sip customer service ms office cisco virtualization six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Advanced Diagnostics Engineer (ADE) has the responsibility to serve as an escalation point to assist the ConvergeOne Customer Success Center (CSC) engineers with managing, troubleshooting and supporting issues for ConvergeOne s maintenance and managed services customer base. The ADE position will be expected to develop and provide mentoring and training for the CSC engineering group. This position will require attainment of expert level certifications related to their area of expertise (including but not limited to AVAYA ACE (equivalent), Cisco CCNA, and VMWare DCV).

Qualifications

Required Qualifications

Bachelor s degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years of experience in supporting the AVAYA product lines in a telecommunication environment or telecommunication organization
7+ years experience with advanced troubleshooting on one or more Enterprise level AVAYA communications products
Experience in VOIP technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) and be able to systematically troubleshoot issues in a complex, enterprise level VOIP environment
Strong analytical, interpersonal and relationship building skills
Strong work ethic and personal drive to excel
Exceptional organizational skills and attention to detail
Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks
Ability to analyze complex information system data
Ability to use (and learn new) complex systems, technologies, and applications
Ability to adapt to change quickly and multi-task
Must possess excellent oral and written communication skills in English
Proficient in MS Office applications (Word, Excel, and PowerPoint)

Desired/Preferred Qualifications

VMWare DCV
Comptia Linux+
AVAYA ACE (or equivalent)
CCNA Voice

Responsibilities

Essential Functions

Manages assigned trouble incidents to resolution
Possesses expert skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) to be able to systematically troubleshoot issues in a complex, enterprise level environment
Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise
Assists and trains on installation of upgrades and patches, and recovery from backups, if required, within areas of expertise
Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues
Advises on escalations to manufacturers and resolution of those escalations to closure
Develops knowledgebase articles and information to assist in best practices within areas of expertise
Develops and performs HowTo training sessions for other engineers
Provides solutions to a diverse range of complex problems
Builds and maintains the corporate customer service relationship
Provides leadership to client and the MSSC, and consistently exceed client expectations
Manages positive customer satisfaction levels

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Advanced Diagnostic Engineer