Senior AVAYA Support Engineer – New York

Title – Senior AVAYA Support Engineer

Location – Lower Manhattan, New York City

Salary – $120,000

Client – Our client is a UK based Unified Communications specialist and AVAYA platinum partner.

The Role – Our client is looking for a Senior AVAYA Support Engineer to work on-site with one of their US-based clients, a global leader in Information Technology. The Senior AVAYA Support Engineer will be primarily responsible for supporting the client’s contact centre function.

Contact Centre Support Technician (New York Based) Responsibilities:

  • Execute voice and contact center infrastructure implementation / deployment projects.
  • Participate in technical discussions with other internal teams and external vendors.
  • Gather requirements from business teams who want to expand current call centres or build out new call centres.
  • Assist in troubleshooting and resolving escalations and outages.
  • Vet and implement configuration changes.
  • Maintain lab systems.
  • Programming of call flows, VDNs (Virtual Directory Number), Vectors, CMS (Call Management Server) reports etc.

Required Skills:

  • 3+ years’ experience in design, implementation, deployment, and/or technical support of voice infrastructure and networks
  • Hands-on experience with one or more Avaya systems such as 96xx phones (H.323 and SIP), Communication Manager, Gateways, Session Manager, System Manager, Experience Portal / Voice Portal, WebLM, Enterprise SBC (Sipera)
  • Proficiency in VoIP protocols such as SIP/RTP and using packet sniffers
  • Basic Linux skills
  • Good written and oral communications in English
  • Resourceful, can identify solutions to obstacles and keep projects moving forward
  • Ability to quickly adapt to changing need, infrastructure, and evolving business processes.
  • Ability to work closely with the user community, interprets issues, understand requirements, and rapidly deploy solutions.
  • Ability to work closely with cross-functional teams, including application development teams and functional leads.
  • Ability to work directly with end users on issue resolution, and process development

Desired Skills (Hands-on experience and working knowledge in at least two of the following):

  • Contact center systems and components
  • Datacenter environments and deployments
  • Avaya CMS, AES, EDP
  • Audiocodes Mediant Gateways
  • Oracle/Acme SBCs
  • Data networking (TCP/IP, MPLS, routing protocols)
  • Voice and/or networking security
  • Network and system monitoring
  • Troubleshooting telephony and networking issues
  • Unit, system, integration, or interoperability testing
  • Scripting/automation
  • Databases
  • Computer Telephony Integration programming/app.designing

General Requirements:

  • Service Hours: Engineer will be required to cover business hours Monday – Friday with occasional out of hours and travel requirements.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Senior Mitel Engineer – London

Title – Senior Mitel Engineer

Location – London or Midlands

Salary – £43,000 + benefits

Client – Our client is one of the largest mid-size Systems Integrators in the UK. They are a multi-vendor provider in the Unified Communications space and have offices throughout the UK.

The Role – Our client are looking for a Senior Mitel Engineer to take lead technical responsibility for a number of their largest clients. The Senior Mitel Engineer will have to be creative, contingency-focused and be prepared to take ownership of unprecedented technical issues or problems should they arise. The Senior Mitel Engineer will also be responsible for determining design objectives and requirements for major implementation projects. As a Senior Mitel Engineer, you will need to have a strong level of technical competency, be able to take the initiative on your own and assist or support junior engineers when needed.

Key Requirements:

  • Experience with MCD (Virtual/ISS), MiCollab (UCA, Conferencing & Mobility), CCM & IVR, NuPoint Messenger
  • Competent in SIP, SBC’s, Wireshark tracing
  • Exposure to Microsoft products (AD & Lync Integration) & Virtualised environments

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Senior Avaya Specialist – Milton Keynes

Title – Senior Avaya Specialist

Location – Milton Keynes

Salary – £60,000 + Benefits and Bonus

Client – Our client is one of the leading UC and contact centre specialists in the UK.

The Role – The Senior Avaya Specialist will be the Team Lead and the primary escalation response point for 2nd and 3rd level incidents, changes and service requests. As the Senior Avaya Specialist in the team, a substantial technical knowledge and understanding of Avaya core products is essential. Additionally, experience with 3rd tier support is necessary. A broader understanding of call recording and SIP knowledge is important, but not essential. The Key Performance Areas for the role can be found below:

Service Delivery Support:

  • Provides 2nd and 3rd level support to all related incidents, changes and service requests.
  • Performs troubleshooting and technical fault diagnosis, proposes and implements efficient and effective resolutions.
  • Escalates when required.
  • Ensures that contractual SLA’s are met.
  • Understands and imposes third party\vendors’ and\or suppliers’ SLA to ensure clients’ SLA’s met
  • Ensures that the Operations are supported in a standardized and consistent manner

Governance:

  • Maintain security in accordance with PCI\Global standards.
  • Drives ITIL and best practice adherence across the stream.
  • Completes security risk assessments where appropriate
  • Provides reports for both clients and technology management as required
  • Constantly reviews architecture and client infrastructure and proactively recommends and implements changes to enhance performance. This ensures targets are met and client experience is exceptional.
  • Works with the security stream to ensure PCI compliance at all times. This includes ensuring all PCI\security related tasks are scheduled and completed within the required timeframes.

Professional Services Support:

  • Provides input to Statement of work for relevant technology\service.
  • Evaluates, assesses and provides input to the design and scoping process.
  • Researches technologies and attends vendor product update seminars where required.
  • Develops technical specifications and provides input to the low level design as and when required.
  • Supports demonstrations to clients of functionality and ensures demonstration environment is configured and ready for demonstrations to clients.
  • Provides input to operational documentation and provides subsequent support and training for users if necessary.

Service Improvement:

  • Maintains respective technology\systems\services at optimum level by regular revision upgrades etc.
  • Conducts continual improvement studies within the environment and ensures understanding of all relevant new product technologies and solutions that might provide enhanced service or functionality.
  • Effectively manages and improves internal and external customer relations.

Team Leadership:

  • Manages more junior engineers, Coaches’ team members to ensure quality service delivery.
  • Develops more junior engineers to ensure SLA are achieved.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Junior Engineer – Dublin

Title – Junior Engineer (Telecommunications)

Location – Dublin, Ireland

Salary – Competitive

Client – Our client is a Managed Services provider in the Telecommunications space in Ireland. Based in West Dublin, they specialise in the provision of Voice and Voice Recording related services to a large client base, primarily in Ireland.

The Role – Our client is looking to bring on a Junior Engineer to add to their growing team. This role is an integral part of a growing company like Eyrco, as it ensures that a steady pipeline of internal talent is being built and maintained so as to ensure the long-term headcount requirements of the company is met. The function of this role is similar to an apprentice, in that you will be required to shadow a Senior Engineer and observe/help where necessary. This role will be ideally suited to someone young and ambitious, who has a passion for technology. A 3rd Level degree or diploma from a technical discipline is highly preferred. In addition to a 3rd Level Education, candidates must have the following:

  • Windows experience
  • Understanding of Networking
  • A genuine interest in IT and a willingness to learn
  • Team work
  • Willingness to travel throughout Ireland

This is a fantastic opportunity to come in at the bottom level of a company that is planning to double within three years and will be opening a UK office at the beginning of Q2 2016. The successful candidates will be working with the top technology vendors such as Avaya, NICE, Verint and Mitel. The training will be done through a combination of Senior Engineer shadowing, Internal Training and Vendor training.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

MX-ONE MD110 Engineer, Contract or Perm – Dublin

Title – MD110 MX-ONE Engineer

Location – Dublin, Ireland

Salary – Up to €60,000/Flexible on Contract Rates

Client – Our client is a Managed Services provider in the Telecommunications space in Ireland. Based in West Dublin, they specialise in the provision of Voice and Voice Recording related services to a large client base, primarily in Ireland.

The Role – We are looking for a skilled Engineer with installation and support experience with the MX-ONE MD110 telephony platform. Our client has several large projects that require a team lead to install and support the platform for a number of clients across multiple sites. Please find a list of the desired Certifications and Experience below:

  • Mitel MiVoice MX-ONE Telephony System version 4 I&M certification
  • Mitel MiVoice MX-ONE Telephony System version 5 I&M certification
  • Mitel MiVoice MX-ONE Telephony System version 6 I&M certification
  • Mitel MiVoice MX-ONE Telephony Systems PreSales and Solution Design certification
  • Mitel MiVoice MX-ONE Telephony Systems Installation and Configuration skills both small and large systems.
  • Mitel MiVoice MX-ONE Telephony Systems Troubleshooting and Fault Diagnostic skills
  • MD110 Telephony Systems BC 9, 10, 11, 12 & 13 I&M
  • Ericsson/Aastra Enterprise Branch Node I&M
  • Mitel OneBox Voicemail Systems I&M
  • Mitel 3300 IP Communications Platform

Not Essential, but helpful:

  • CMG7.5
  • InAttend
  • Solidus

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Verint Engineer, Up to €80k – Dublin

Title – Verint Engineer

Location – Dublin

Salary – Up to 80k + benefits

Client – Our client is a Managed Services provider in the telecommunications space in Ireland. Following a recent separation from a parent company, our client has been rebranded and moved into new offices in Ballymount (Red Cor Roundabout, M50). Although a new brand name, they have brought with them the same structure that was in place before the rebranding, but are an energetic, fast-moving, rapidly growing and highly skilled technology company.They are totally devoted and committed to delivering the ultimate technology solutions and client service.

The Role – Our client is looking for an Engineer from a Verint background to join their 5 man team on a permanent basis. Ideally the role will be well balanced between implementation for new projects and supporting the needs and requirements of the current client base.

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Quality Assurance Engineer – Dublin

Job title: Quality Assurance Engineer

Location – Dublin, Ireland

Salary – Exceptional salary, bonus & benefits

Client – Our client is headquartered in Dublin, with offices in New York, London and Singapore. They are a wholly owned subsidiary of a US headquartered business with revenues of $8bn. They deliver the latest generation of Enterprise Data Management (EDM) solutions to financial organisations worldwide.

Role Overview – Our client is seeking an experienced Quality Assurance Engineer to work as part of the expanding QA & Test function for its Managed Service which includes the testing framework for a large web-based application. Successful candidates will be self-motivated problem solvers with hands-on experience in QA & Test function with a desire to work in a fast-paced environment.

The purpose of this role is develop and maintain QA Test Cases (both manual and automated), ensure that quality assurance and testing is carried out in accordance with industry best practise and complies with strict audit standards. This role will involve working with offshore and onshore teams.

Responsibilities:

  • To create and execute test plans & cases and report on test execution.
  • Perform manual and automated testing on applications, software services and web based applications.
  • Involvement in Functional, Regression, Automation and Performance testing
  • To report on test progress to the QA Manager and/or QA Lead(s)
  • Represent QA function at team meetings when required

Key Requirements:

  • Degree in Computer Science/Computer Engineering required
  • 3-5 years’ experience as a Quality Assurance Engineer
  • Actively perform testing duties, as required to achieve project milestones
  • Exceptional attention to detail and proven ability to identify process improvement opportunities
  • Strong interpersonal/communication skills with ability to communicate and collaborate with Quality
  • Assurance, Development, Project Management and Business teams
  • Strong analytical skills
  • Knowledge of Test Case Management Systems desirable
  • Programming knowledge and/or knowledge of automated testing tools such as Selenium WebDriver and processes desirable
  • Working knowledge of web development frameworks and JAVA based technologies (e.g. HTTP, HTML, JavaScript, XML)
  • Technical skills and familiarity with use of technologies to aid in defect analysis (e.g. SQL, Unix)
  • Creativity and a pragmatic approach to the relentless desire to improve test coverage, effectiveness and drive to scale
  • Entering of product issues into an issue tracking database – Providing clear, articulate steps so that little follow-up is required from the development team
  • Ability to rapidly triage complex issues
  • Financial Industry experience desirable

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

 

VOIP Support Engineer (Asterisk)

Job title: VOIP Support Engineer

Location– London

Salary– To £30k plus excellent benefits

Client– Our client is a “new generation” telecommunications company.  They focus on IP communications technology, Asterisk (Open Source) and Cloud delivered services. You will be working from their main office in Richmond, London.

Role overview-  Our client has experienced unbelievable growth recently and an opportunity exists for you to join their key Customer Support team, if you are a customer focussed Support Engineer.  They want someone who is pro-active, not afraid to ask questions and can engage with colleagues and clients.

Support Engineers are engaged in a range of activities from day to day trouble ticket management to new customer installations and on-site visits.

Core Responsibilities:

  • Field first contact with the customer
  • Log enquiries in ticketing system
  • Issue assessment for prioritisation and issue diagnosis
  • Continuous customer dialogue during fault management process
  • Liaise with third party suppliers and escalations with in-house development teams
  • Fault clearance to the customer’s satisfaction.

Required skills or experience:

  • Excellent written and oral communication skills
  • Experience of VoIP related technologies and protocols
  • Strong TCP/IP knowledge (CCNA level desirable)
  • Fundamental understanding of Routing/Switching/Firewalls
  • Fundamental understanding of Linux OS, ability to install and troubleshoot Linux

Most important attributes/personal qualities needed in this person:

  • Customer focus
  • Communication skills
  • Technical Competence
  • Ability to work as a constructive team member

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

 

Tier 2 Data Engineer (Cisco & Juniper) – UK

Job title: Tier 2 Data Engineer (Cisco & Juniper)

Location – Nationwide, UK

Salary – Range from £35,000 – £45,000 plus benefits

Client – Our client is an innovative and progressive global communications enabler with a vision to become the partner of choice for global telecoms innovation. With over 120 years’ experience, they have gone from strength to strength and is now a leading UK communications provider with international presence across Europe, Asia and the United States that has aided its evolution in becoming a leading supplier in roamed services.

Role Outline –Our client is looking to immediately fill a position for a Tier 2 Data Engineer who will join their team and will be responsible for all technical elements of project delivery including input into Design, Pre Staging, Implementation and Maintenance of multi-vendor Data Products, with a specific focus on Cisco & Juniper. The Data Engineer will work in tandem with the Project Management team to ensure a successful and cost effective project is delivered. The role will involve travel across the UK & Europe and will require working out of hours and weekends on projects.

The requirements & experience for the right person are:

  •  Min 5 years experience working for a system integrator/service provider
  • Ability to understand IPT Deployment and Support environments
  • WAN, ADSL, Ethernet, EFM,L2TP,LNS,Proactive Monitoring ,radius.
  • Conduct Network Assessments and advise on Network Readiness
  • CCNA & CCNP are required at minimum – CCVP and MCSE would be an advantage
  • Complex Cisco & Juniper Support – WAN/LAN, Routers and Switches
  • Experience of Implementation, Upgrades and Design
  • VPN Design and Configuration
  • Customer service focused
  • Excellent organisational skills
  • Professional, positive and decisive in approach
  • Confident communicating with customers or staff at a variety of levels over the phone and face to face.
  • Be capable of dealing with customers in a high pressure environment

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!

Avaya Tier 2 Support Engineer – USA

Job title: Avaya Tier 2 Support Engineer

Location – USA (preferred location is Illinois)

Salary – To $80k plus bonus

Client – Our client is an innovative and progressive global communications enabler with a vision to become the partner of choice for global telecoms innovation. With over 120 years’ experience, they have gone from strength to strength and is now a leading UK communications provider with international presence across Europe, Asia and the United States that has aided its evolution in becoming a leading supplier in roamed services.

Role Outline – The Avaya Tier 2 Support Engineer will form part of a growing support function within our client’s global operations centre. The role will take responsibility for the second time fix on client service issues and will be working through all voice and data faults. The role will provide remote support services to customers throughout the US, UK and Europe, and is expected to deliver exceptional customer service in the most cost effective and efficient manner to the business.

Requirements:

  • Hold one or more of the following Avaya, Cisco & Microsoft certifications – ACA, ACS, CCNA, MCSE
  • Minimum 2 years of experience within industry
  • Have experience in Avaya Communication Manager and peripherals, or an appreciation of a multiple number of platforms
  • Hold or be working towards achieving a minimum of an ACA qualification
  • RFA qualified and capable of licensing a new installation or carrying out a maintenance replacement
  • Basic networking skills including TCP/IP, firewalls, and internet technologies
  • Have experience of VoIP and understand how to configure it

If this is a role you would be interested in hearing more about, apply today by using our online form and a member of our team will be in contact with you once we have reviewed your application!