Service Delivery Engineer | Avaya L1 Support  

Level 1 Telephony Engineer:

• Fulfillment of Service Request. Service Request shall be defined as those changes that are low risk and frequently recurring such as:
• Physical provisioning of the services such as Phone requirements for new employees.
• Configuration of the PABX for additional Trunk Requirements
• Installation and Configuration of additional phones.
• Activation of Basic Phone Features for users
• Configuration and Activation of Meet Me Conferencing Feature
• Configuration and Activation of Authorization Code
• Loading of Announcements

• Level 1 Support is also expected to perform daily monitoring and health check of the CM and Media Gateway like the ff:
• CM Health
• System Links
• System Synchronizations
• Alarms
• Media Gateway status
• Information about IP interface
• Perform System Backup
• System capacity for licenses
• Status of Trunks
• Check status of CM redundancy (both LSP/ESS and Gateway)
• Generate System Reports

• During an incident, Level 1 onsite support shall provide Level 1 checking and troubleshooting to restore the services such as:

For phone problems

• Check cable connections on the MDF or Patch Panel
• Check patch or line cords
• Check Phone sets
• Check switch port for IP Phones
• Check if compatibility issues of FW
• Check cards for analog and digital stations

For CM

• Check Power/UPS
• Perform Test Board
• Check LEDs of the cards
• Check Alarms and Errors
• Check Cable connection between CM and Switch Port

For Media Gateway

• Check Network Connectivity
• Check Main Platform if there are issues on the main board
• Check if there is a Port Redundancy Configured
• Check if there is dual power supply installed
• Check FW version

For Trunk Problem

• Perform status of the Trunks
• Check Cable connections
• Check status of E1/Trunk Cards
• Check status of Modem for ISDN and E1/R2 trunks
• Coordinate with Service Provider for sign tracing
• Interacts with L2/L3 support of the customer or equipment vendor

• Graduate of any four (4) or five (5) year collegiate course preferably in the field of Information and Communication Technology.
• Avaya experience of at least one (1) year.
• Must have means of transportation (if there's no public transportation yet) going to the site at Ortigas
• Certification in any of the following is an advantage
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Network Professional (CCNP)