Job Overview
The System Engineer provides Tier III technical software, problem resolution for customers by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides expertise to resolve second and third-tier technical support issues for users of the organization’s products and services. The system engineer must be a customer friendly, self-motivated, detailed oriented technician and should demonstrate excellent customer service skills and the ability to work well independently as well as cohesively as part of a team in a very fast-paced environment. Provides technical troubleshooting and support for enterprise systems and escalated incidents. Contributes to configuration support, integration troubleshooting, and documentation updates to improve stability and support outcomes. This position also includes investigation, analysis, recommendation, and testing of the AVAYA Call Management System (CMS) Telephony system. Provide direct support in the day-to-day operations on the AVAYA CMS software, including the evaluation of system utilization, monitoring response time and primary support for detection and correction of operational problems using knowledge of hardware and software installation and maintenance.
Key Tasks and Responsibilities
- Uses automated information systems to analyze routine situations.
- Reviews incoming access requests. Receives incoming customer calls. Will prioritize for proper action.
- Resolves user problems quickly and efficiently. Assists with stabilization activities and recurring issue mitigation.
- Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available.
- Conducts technical research to resolve issues as they are presented and resolves escalated incidents requiring deeper technical analysis.
- Will provide after-hours support for the Avaya CMS as well as mission critical applications as directed in a Duty Analyst capacity.
- Interacts with other team members, such as Tier 4 teams, network services, software engineering, and/or applications development for complex technical issues to restore services and/or identify and correct the core problem and implements approved fixes.
- Updates SOP and knowledge content based on technical resolutions and changes.
- The successful candidate should demonstrate excellent customer service skills and a customer friendly demeanor and can work well on their own as well with a team and maintain professionalism at all times.
- Can balance several critical tasks simultaneously in addition to having strong interpersonal skills.
Education and Experience
- Associate degree is highly desired.
- High school diploma, 1-3 years of experience in systems engineering or enterprise technical support roles, or certifications are required.
- Ability to think “outside the box” and utilize critical thinking skills to troubleshoot unique and difficult issues.
- Ability to manage multiple priorities simultaneously and excellent time management skills.
- Ability to communicate effectively, both verbally and written.
- Ability to troubleshoot and problem solve.
- Experience troubleshooting Windows environments and enterprise applications.
Certifications
Relevant certifications are strongly desired (CompTIA A+, CompTIA Security+, or similar).
Security Clearance
Must be able to obtain and maintain government Public Trust clearance.
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Security clearance:
Work Location: In person
