Position Summary
The Avaya Field Engineer plays a critical role in ensuring the successful execution of Managed Services support contracts and technical projects for implementation and upgrades, primarily involving on-site installations, maintenance, troubleshooting, and customer support of Avaya telephony and Contact Center solutions. This position requires a combination of technical expertise, problem-solving skills, and excellent communication abilities to deliver high-quality services and maintain client satisfaction. The Field Engineer works in diverse environments, collaborating with cross-functional teams and providing technical solutions in the field.
Key Responsibilities:
On-Site Installation and Deployment:
- Travel to client locations throughout the state of CT to install, configure, and commission Avaya systems, equipment, or solutions.
- Collaborate with project managers and clients to understand project requirements and ensure accurate implementation.
Technical Troubleshooting and Support:
- Diagnose and resolve technical issues on-site related to Avaya solutions, ensuring minimal downtime for clients.
- Provide field support for incident management, troubleshooting and parts replacement on Avaya legacy and current platforms
- Provide expert-level support for hardware, software, and network-related problems inherent to or integrated with Avaya solutions.
Preventive Maintenance:
- Perform routine maintenance activities to ensure the optimal functioning of Avaya systems and equipment.
- Conduct inspections, tests, and updates to identify and address potential issues before they escalate.
Client Communication:
- Act as a primary point of contact for clients, fostering strong professional relationships.
- Communicate technical information effectively to non-technical stakeholders, ensuring understanding and alignment.
Documentation and Reporting:
- Create and maintain detailed documentation, including installation procedures, troubleshooting guides, and technical reports.
- Generate accurate and comprehensive reports on completed tasks, technical issues, and solutions provided.
Collaboration and Training:
- Collaborate with internal teams, including engineering, sales, and support, to share insights and improve overall service quality.
- Train clients and end-users on the proper use and maintenance of systems and equipment.
Continuous Learning:
- Stay up-to-date with industry trends, new technologies, and best practices to enhance technical knowledge and skills.
- Apply new knowledge to improve service delivery and efficiency.
Safety and Compliance:
- Adhere to safety protocols and guidelines while working in various environments, including hazardous or restricted areas.
- Ensure compliance with relevant regulations and standards in the field.
Qualifications:
- Minimum of 5 years of proven experience in Avaya-based field engineering working on projects and support. 10+ years preferred.
- Job experience either directly with Avaya or an Avaya certified business partner
- Avaya ACIS and/or ACSS certifications strongly preferred
- Experience with Opentext (AVST) CallExpress voicemail strongly preferred
- Proficiency in troubleshooting and problem-solving techniques.
- Strong understanding of hardware, software, and network systems.
- Excellent communication skills, both written and verbal, for effective client interactions.
- Ability to adapt to changing environments, manage time effectively, and work independently.
- Willingness to travel extensively to client sites, often on short notice.
- Familiarity with Avaya industry-specific tools, software, and equipment.
- Ability to work nights and weekends as customer work requires and participate in an on-call rotation
- Certification in relevant technologies or systems is a plus.
Physical Requirements:
- Sitting: Ability to be able to sit for long periods of time.
- Lifting: Ability to lift equipment and or tools up to 20 pounds.
- Manual dexterity: Hand-eye coordination and manual dexterity to operate equipment and perform tasks such as assembling or disassembling machinery or devices.
- Vision: Normal or corrected vision to work with small parts and/or read schematics or technical manuals.
- Hearing: Normal or corrected hearing to communicate with colleagues or customers.
- Agility: Agile and able to work in tight spaces such as server rooms, data centers or other.
If you’re ready to grow your career in an energetic, customer-focused environment, Waterfield may be looking for you!
