Service Engineer

Key Responsibilities:

• Install, configure, test, and provide technical support for UC/CX applications and telephony systems during project implementation and ongoing operations.
• Handle L1/L2 troubleshooting, including log collection and analysis, patching, updates, and issue resolution.
• Perform system health checks, monitoring, and preventive maintenance to ensure system availability and performance.
• Manage daily technical support cases, ensuring timely resolution and proper escalation of complex issues to senior engineers or vendor support.
• Document system configurations, changes, troubleshooting activities, and customer interactions accurately.
• Support and maintain customer environments while ensuring technical issues are properly tracked and followed up.

Requirements & Qualifications:

• Bachelor’s degree in Computer Engineering, Communications Engineering, Information Technology, or a related field.
• 2–3 years of experience in telephony systems and network fundamentals.
• Hands-on experience with Avaya Aura and Contact Center applications, including installation, configuration, and support.
• Experience supporting Oracle SBCs and Avaya IP Office (IPO).
• Good understanding of VoIP, SIP, routing, switching, and general networking concepts.
• Strong knowledge of Windows Server, SQL Server, and VMware ESXi environments.
• Familiarity with troubleshooting tools, log analysis, and system monitoring.
• Previous experience with Genesys, Splunk, or Cisco solutions is a plus.