System Engineer - Level I

Job Details

Job Description

The System Engineer provides Tier III technical software, problem resolution for customers by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides expertise to resolve second and third tier technical support issues for users of the organization's products and services. The system engineer must be a customer friendly, self-motivated, detailed oriented technician and should demonstrate excellent customer service skills and the ability to work well independently as well as cohesively as part of a team in a very fast-paced environment. Perform additions and changes to network operating systems, and attached devices; include investigation, analysis, recommendation, and testing of the AVAYA Aura Contact Center. Provide direct support in the day-to-day operations on the AVAYA Aura Contact CenterTelephony software, including the evaluation of system utilization, monitoring response time and primary support for detection and correction of operational problems using knowledge of hardware and software installation and maintenance.

Key Tasks and Responsibilities

• Uses automated information systems to analyze routine situations.
• Reviews incoming access requests. May receive incoming calls. May prioritize for proper action.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available.
• Conducts technical research to resolve issues as they are presented.
• Will provide after-hours support for the Avaya Aura Contact System as well as mission critical applications as directed in a Duty Analyst capacity.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• The successful candidate should demonstrate excellent customer service skills and a customer friendly demeanor and can work well on their own as well with a team and maintain professionalism at all times.
• Can balance several critical tasks simultaneously in addition to having strong interpersonal skills.

Job Requirements:

Education & Experience

• Associate degree is highly desired.
• High school diploma, 4 years of relevant experience, or certifications is required.
• Ability to think "outside the box" and utilize critical thinking skills to troubleshoot unique and difficult issues.
• Ability to manage multiple priorities simultaneously and excellent time management skills.
• Ability to communicate effectively, both verbally and written.
• Ability to troubleshoot and problem solve.

Certifications

• Relevant certifications are required (CompTIA A+, CompTIA Security+, or similar)

Security Clearance

• Must be able to obtain and maintain government customer Public Trust clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• No travel required

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at

314.952.5138
or
[email protected]
.