Telecommunications Support Engineer

Greenberg Traurig, a global law firm, has an exciting full-time employment opportunity for a Telecommunications Support Engineer in the Technology Department of our Riyadh office. We offer competitive compensation and an excellent benefits package.

Position Summary:

The position is part of telecommunications team in the Technology Department of GT supporting Avaya voice infrastructure. The Telecommunications Support Engineer will be responsible for technical support of Avaya voice and voicemail systems. This role includes problem management, client liaison and technical architecture.

The Telecommunications Support Engineer will provide Second Line Support to technical teams as well as attorneys and staff. Support typically takes the form of investigating and resolving problems, incident handling, availability and performance monitoring, routine start-up and close-down, and maintenance of operating plans and schedules.

Duties & Responsibilities:

• Supports the telephony infrastructure including: Avaya CM, Avaya Messaging, SIP, SBC and VoIP
• Voice over IP principles and PBX functionality (SIP, H.323, etc.)
• Maintains and troubleshoots Avaya G450 and G430 media gateways running Avaya Communications Manager R10.x and above
• Analyzes and resolves complex service issues
• Avaya skills: Vectoring, VDN, variables, system configuration, ARS table, routing plan, moves, adds and changes, Avaya Workplace for desktop and iPhone, Avaya Messaging, and SBC configuration
• Executes project work related to the voice/telephony support area during service interruptions with minimal supervision
• Flexible work schedule is a requirement, must be able to work nights and weekends and travel when necessary

Skills & Competencies:

• Detailed knowledge of Avaya Communication Manager 10.x and above in a centralized environment, Avaya Session Manager, Avaya SBC, VoIP (H.323 and SIP) and TDM (PRI and E1), Avaya Workplace for desktop and iPhone, Avaya ASA and CM management interfaces, Avaya Messaging
• Excellent verbal and written communication, interpersonal and customer service skills
• Self-starter, able to work independently and as part of a team in a fast-paced environment
• Time management and prioritization skills
• Ability to develop strong working relationships
• Ability to manage multiple activities and changing priorities
• Ability to work under pressure and to meet tight deadlines
• Ability to take the initiative and master new tasks quickly
• Methodical, attention to detail
• Excellent team player
• Strong analytical and interpersonal, verbal and written communication skill and problem solving skills
• Have an excellent command of both written and spoken English and Arabic

Qualifications & Prior Experience:

• 5+ years supporting Avaya Aura CM PBXs
• Formal Avaya training on the Communication Manager
• Significant experience troubleshooting VOIP required
• Experience configuring and troubleshooting QoS
• Ability to work with minimal supervision or formal structure
• Strong knowledge of networking principles and understanding of SIP, H.323, TCP/IP, IP VLANs, Ethernet, Routing, Switching, DHCP, DNS and QoS