Support Engineer Position Summary

Position Overview The Support Engineer (Avaya Engineer II) is an exempt position reporting to the VP of Operations, responsible for providing comprehensive Avaya system support and upgrades to Gage's clients. This role involves collaborating closely with sales teams and project management to design and configure communication systems, participating in stakeholder meetings, and maintaining detailed project documentation. The position requires availability for 24/7 support with a 4-hour response time commitment and involves both on-premise and remote work environments.

Requirements and Responsibilities The ideal candidate must possess a minimum of 10 years of Avaya Communication Manager experience (preferably version 8.0.0+), along with extensive expertise in Avaya servers, border controllers, cloud office implementation, and telephony protocols including VoIP, SIP, and H.323. Key responsibilities include owning Avaya engineering support issues, implementing voice communication solutions, troubleshooting system outages, managing daily adds/moves/changes, monitoring ticket queues, and recommending new telecommunications technologies during client meetings. The role also involves supporting pre-sales activities, building cross-departmental relationships, and ensuring service delivery that meets or exceeds client expectations while maintaining flexibility for after-hours support and travel as needed.