Nortel / Avaya Field Engineer

The Field Engineer's role is to ensure the efficient day to day operations of the Company's core customer base through service and MAC activity. This includes any networks, servers, databases, software and hardware that Convergent is responsible for via a service or maintenance contract. The Field Engineer will be responsible for, but not limited to maintaining any service or MAC work required to maintain uninterrupted operations for Convergent Communications. Upon Company provided training, the Field Engineer will provide service for various Convergent provided product lines and services.

Responsibilities
- Assume responsibility for the day to day Service and MAC activity as it pertains to Convergent's Customer base.
- Provide timely updates on assigned Service and MAC tickets.
- Maintain regular written and/or verbal communications with the Convergent Operations Manager as it relates to new or ongoing Customer issues.
- Assist in the provisioning of end-user services, including help desk and technical support.
- Assist in pre-sales activities including but not limited to customer site visits.
- Assist the Convergent Sales team to promote, sell or solicit new or existing business from within or outside of the Convergent Customer base.
- Attend Operations Meetings (when schedule permits) to discuss projects, service and MAC issues and any other upcoming Company activity.
- Work with Manufactures as necessary to resolve any installation or implementations issues a customer may have as a result of Convergent work.
- Inform Operations Manager of any chronic service issues and customer concerns.
- Adhere to repair and reporting policies.
- Be available for afterhours service requests as well as on-call pager coverage
- Maintain proper vehicle maintenance and proper operation of all company assets including motor vehicles with established maintenance schedules.

Position Requirements
- Strong technical knowledge of existing Convergent supported product lines including but not limited to Avaya, AVST, ShoreTel, Radware and Paloalto.
- Have a strong understanding of carrier networks and signaling protocols required to run voice applications over dedicated customer or public networks.
- Technical knowledge of industry standard telecom hardware, protocols and related TDM and VOIP applications.
- Experience with application support for Avaya, AVST, ShoreTel, Radware and Paloalto product lines.
- A general understanding of network equipment required to provide a VOIP solution.
- Excellent understanding and support of Convergent Communications goals and objectives.
- Excellent written and verbal communication skills.
- Possess the ability to present ideas in a business and user friendly terminology.
- Excellent working knowledge of Microsoft Office products including but limited to Excel, Word, Visio, MS Project and Access, as well as any internal proprietary operating systems or applications required.
- Self-motivated and directed with a keen attention to detail.
- Proven analytical, evaluative and problem-solving ability.
- Possess the ability to prioritize and execute tasks in high-pressure fluid environments.
- Exceptional customer service focus.
- Proven ability to work in a team oriented, collaborative environment to protect the interests of Convergent Communications, its customers and employees.
- The awareness to bring any chronic or perceived problem to the attention of management as soon as they are deemed service affecting.
- On-call availability for technical backup at all times except for those times when unavailable, i.e. Vacation or sick leave.
- Acceptable to any new product training as seen necessary by Convergent management either via local or out of town.

Based upon experience.