Technical Support Specialist
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
We are currently looking for a passionate and enthusiastic Technical Support Specialist to join our team in APAC.
Our UC Technical Specialists bring deep domain knowledge of the solutions employed by our customers, identifying, isolating, and resolving issues within key areas such as VOIP, SIP, and Call Routing. Working closely with their counterparts across the globe, and Technical Specialists within adjacent technical areas, our customers depend on our team to minimise and prevent costly service interruptions, and to get the best value from the solutions.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience
We are currently looking for a passionate and enthusiastic Technical Support Specialist to join our team in APAC.
Our UC Technical Specialists bring deep domain knowledge of the solutions employed by our customers, identifying, isolating, and resolving issues within key areas such as VOIP, SIP, and Call Routing. Working closely with their counterparts across the globe, and Technical Specialists within adjacent technical areas, our customers depend on our team to minimise and prevent costly service interruptions, and to get the best value from the solutions.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Key Responsibilities
1. Incident Response, Problem Management, Service Request Fulfillment and Change Control/Implementation
2. FOTS Oncall Duties
Approximately 1 week in 6
Rota runs Friday to Friday
Standard Manage Services Oncall retainers and OT payments
Approximately 1 week in 6
Rota runs Friday to Friday
Standard Manage Services Oncall retainers and OT payments
3. Out of Hours Maintenance Tasks
Regular demand for this work
Regular demand for this work
Standard Managed Services OT payments
4. Client Consultation and Advice
Regular and growing requirements to provide consultation to our clients
Provide advice to enable our clients to get the best value from their solutions
Provide advice to enable our clients to get the best value from their solutions
Skills Knowledge and Expertise
· Significant proven experience working with Avaya UC solutions in enterprise environments, with a strong emphasis on implementation, customization, and optimization.
· High level understanding of other contact centre technologies such as Call Recording, Workforce Management tools and softphones
· Understanding of audiocodes gateways and SBCs
·In-depth knowledge of Enterprise call routing, VOIP and SIP.
· Excellent working knowledge of Packet tracing tools like Wireshark, a high-level understanding of LAN/WAN/Security protocols, Excellent knowledge of SSH/TLS certificate administration(certificates) A good work working knowledge of VMware and VMware principles 94
· Excellent analytical skills and problem-solving abilities, with a keen attention to detail and a track record of delivering innovative solutions to complex business challenges.
·Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization and convey technical concepts to non-technical audiences.
· Proven ability to work independently as well as collaboratively in a team-oriented, fast-paced environment, with a commitment to continuous learning and professional growth.
· Expertise in administering and troubleshooting Avaya Aura systems, including experience with VOIP, SIP, Call Routing
· Some knowledge or hands on experience with the following products, Avaya IPO, Avaya Contact Centre Select (ACCS) Avaya Aura Contact Centre AACC, Workspaces would be an Advantage
Qualifications
Desirable:
Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.
· Expertise in administering and troubleshooting Avaya Aura systems, including experience with VOIP, SIP, Call Routing
· Some knowledge or hands on experience with the following products, Avaya IPO, Avaya Contact Centre Select (ACCS) Avaya Aura Contact Centre AACC, Workspaces would be an Advantage
Qualifications
Desirable:
Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.
Avaya ACSS 3000 – Avaya IP Office Platform Support
Avaya ACSS 7220 – Avaya Aura Core Components Support
Avaya ACSS 7230 – Avaya Aura Communication Applications Support
Avaya ACSS 7492 – Avaya Aura Call Center Elite Support
Avaya ACSS 7180 – Avaya Messaging Support
Avaya ASTA 9030 – Avaya Control Manager for Enterprise
Avaya ASTA 9090 – Avaya Call Management System
Avaya ASTA 9170 – Avaya IX Workplace Attendant
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Remote/Flexible work
Private health insurance
Benefits may include:
Remote/Flexible work
Private health insurance
Optical and dental care
22 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Employee Assistance Program
Plus many more! (Benefits are dependant on your base location.)
22 days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Employee Assistance Program
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
