UC Support Engineer

4 weeks ago

Cebu City, Philippines Gabtech Global, LLC Full time

Work Type: Remote/WFH Working Hours: TBD (Usually US Hours/Night shift) Start Date: TBD Job Overview We are seeking an experienced Telecom focused Helpdesk Engineer with a strong background in Avaya IP Office and other Avaya unified communications solutions to join our global service team. This role is critical in providing remote technical support, troubleshooting, and system administration for our customers and partners across various time zones. You will be part of a collaborative global support organization responsible for ensuring reliable operations, timely issue resolution, and excellent customer experience across Aura’s managed service portfolio. Job Role & Responsibilities Build and maintain strong, productive relationships with customers and partners to ensure satisfaction and retention Provide Tier 1 and Tier 2 technical support for Avaya IP Office and related Avaya solutions (Aura, CM, Session Manager, Communication Manager, Voicemail Pro, etc.) Perform remote diagnostics, troubleshooting, and resolution of system faults, alarms, and configuration issues Support customer onboarding and implementation activities in coordination with Aura engineers and partners Handle escalations efficiently and work with senior engineers to resolve complex issues Maintain and update customer configurations, documentation, and service records in CRM and ticketing systems Monitor and manage system alerts, ensuring proactive identification of issues before customer impact Assist with moves, adds, and changes (MACDs) on customer systems Coordinate with third-party vendors or carriers as required for incident resolution Maintain awareness of system updates, patches, and version compatibility to ensure best practice support Participate in internal knowledge sharing and contribute to continuous improvement of support processes Personal Attributes Strong ability to take ownership of tasks and drive them to completion Exceptional communication and interpersonal skills, with the ability to collaborate across diverse teams and customer levels Strong organizational and time-management skills, able to multitask in a fast-paced environment Customer-focused mindset with a proactive approach to solving problems A proactive and detail-oriented individual with exceptional project coordination skills Self-motivated, adaptable, and able to thrive in a fast-paced environment A customer-first mindset with the ability to identify and address client needs effectively Desired Skills 3+ years of experience supporting Avaya IP Office and/or Avaya Aura environments Knowledge of SIP, VoIP, and telephony concepts including call routing, dial plans, and trunks Hands‑on experience with Avaya tools such as IP Office Manager, Web Manager, Voicemail Pro, or System Status Application Understanding of SBCs, SIP trunking, and networking fundamentals (LAN/WAN, VLAN, QoS) Familiarity with Microsoft Teams Voice, Direct Routing, or Operator Connect is a plus Experience in an MSP, telecom, or UC support environment preferred Proficiency in Microsoft Office 365 and ticketing/CRM platforms (e.g., HubSpot, ConnectWise, or similar) Avaya or related vendor certifications (ACIS/ACSS) highly advantageous Reporting to: VP of Portfolio and Customer Success Seniority level: Associate Employment type: Full-time Job function: Information Technology; Industries: IT Services and IT Consulting #J-18808-Ljbffr

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