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Executive Support and Field Services Engineer

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Executive Support and Field Services Engineer

Date: Feb 10, 2021

Thornton, CO, US
Requisition ID: 29397

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at


Applicants must already be based in or near Thornton, Colorado. This role is not eligible for sponsorship. Executive and Field Service IT support professional with the ability to troubleshoot and multitask effectively in a high-pressure environment. Provide white-glove support to senior Avaya leadership and prioritizing executive issues above all else. To be successful, this person must be self-directed, motivated, organized, and results driven. In addition to deep technical skills, this person must have excellent listening, oral, and written communication skills.


Executive and Field Support

* Corporate Owned Hardware Upgrades and Repair
* Corporate Owned physical hardware PC upgrades and repair for out-of-warranty devices and in-warranty device parts not covered
* Configuration and Support for Avaya Corporate used Applications
* Configuration and support Avaya Corporate applications on PCs, Desktops and Mac computers including but not limited to:
* Commercial Applications: Microsoft Office 2010, Mac Office 2016, Lync 2013, Office 365, Network Connect, Entrust Identity Guard Soft Token, Pulse Secure, IronPort E-Mail Security Plugin, McAfee products
* Avaya Applications including IX Workplace, Avaya Spaces & Telephony hardware

Inventory and Management
* All Avaya Corporate devices must be inventoried, managed, and controlled including PCs, Macs, and Corporate Owned Mobile Devices using the corporate HPSM Platform (CMDB) which includes:
* Asset Tagging and Administration of all Avaya Corporate Computers and Mobile Devices
* Reassignment and Retirement of Devices
* New Device Setup, Training and Operating System. Re-Imaging new and used devices
* Responsible for ensuring PCs, Macs, and Corporate Owned Mobile devices are ready for use by the Avaya employees and contractors


Physical On-Site Support
* Physical On-Site support in US, Thornton is required to support the business operations in our medium to large facilities across the world, and travel as needed to small locations for these functions:
* The main scope from the Onsite support is for the Avaya Executives and their Admins and all other staff onsite, having a high demand coping profile and flexibility is a must
* Corporate PCs, Macs, Tablets, Mobile Devices
* Corporate Conference Rooms including Telephone/Speaker Phone support, Equinox Video Conference technology including monitors, Crestron setups and sound

Virtual Office Support
* Provide Virtual Office, where executives/employees/contractors are not in an Avaya facility but work at home or travel to a customer location out of US for any Virtual Office Employees anywhere in the world based on work hours which includes remote troubleshooting using TeamViewer. PCs, Macs, Peripherals including monitors, docking stations, speakers, keyboards, mice will require shipment to and from these locations depending on business need as well as end-user Virtual Offices.

Mobile Device Support
* Assist employees and contractors with any issues regarding corporate used applications on their personal or corporate owned mobile devices

Telephony Support
* Install, Collect, Configure and Troubleshoot all Avaya and Third-Party Telephony devices working with the Telephony Support teams for new hires and temporary setup for events


* End-User Hardware proficiency. Desktops, laptops, smartphones, tablets, including repair for out-of-warranty PCs
* End-User Operating System proficiency. Windows 10, All Mac Operation Systems, iOS, Android, and Windows mobile devices. Knowledge about SCCM and JAMF software distribution solutions
* End-User Office Software proficiency. MS-Office, MS-Lync. MS-Outlook as well as the standard software mentioned in this RFP.
* Browsers. IE, Firefox, Chrome, Edge
* Networking basics
* Strong Mac experience is paramount to support the executive community

* Full-Time, during normal business hours with flexibility as required
* Opportunities to work in Office and/or remotely
* 5- 15 percent travel required.

* Trained in Field Services techniques, including an understanding of Help Desk and Field Services operations, call handling procedures, trouble shooting, communications, and customer/end user management skills
* Knowledgeable about the Avaya Network, products, and services with scripted support, as well as named applications that support AVAYA end users
* Experienced in working with enterprise ticket management solutions (e.g. HP Service Manager or similar)
* Familiar working in an ITIL based environment with focus on SLA's and KPI's


3 - 6 Years of Experience


Bachelor degree or equivalent experience


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy, accessible at and applicable Privacy Statement relevant to this job posting accessible at For Job
Postings within European GDPR Countries you can access this document for additional Data Privacy Information:

Nearest Major Market: Denver
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Avaya Holdings Corp. (nyse: Avya)


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Executive Support and Field Services Engineer



Engineering | IT-Technik




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Executive Support and Field Services Engineer

bei Avaya Holdings Corp. (nyse: Avya)

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