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Avaya Telecom Support Administrator

MUNDELEIN-60060, IL, US
08/11/2019

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Required Skills

Avaya systems

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Avaya VoIP Support Technician

The Avaya Telecom Support Technician is a key member on the Network and Telecom Team.

This position includes providing daily operational activities such as support and troubleshooting of an Avaya Enterprise phone system.

The role will collaborate with vendors, operational staff and peer organizations to ensure the stability and integrity of that system.

General Responsibilities

Responsible for overall quality of team's output, including diagnosing and correcting root process or procedural problems contributing to any quality issues

Reviews and responds to trouble tickets generated for the team by the corporate help desk; works with end users through resolution as necessary. Also, maintains customer rapport by listening to and resolving concerns; answering questions.

Responsible for Telecom operations, programming changes, new hire setup, contact center changes, call accounting system changes.

Assist with Mobility responsibilities – including new hire setups and activation, voicemail, tickets around general mobile device needs.

Responsible for reporting of timely progress status on projects

Learn to become an Avaya Subject Matter Expert

Develop and maintain documentation for Telephony, Business Continuity and Disaster Recovery

Verifies service by testing circuits, equipment, and alarms; identifying, correcting, or escalating problems.

Documents network by labeling and routing equipment and cables; recording configuration diagrams and specifications.

Maintains network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.

Create documentation for process and technical

Maintains safe work environment by following codes, standards, and legal regulations.

Keeps supplies ready by inventorying stock; placing orders; verifying receipt.

Updates job knowledge by participating in educational opportunities; reading technical publications.

Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Requirements

Bachelor's degree in Computer Science, Information Technology, or similar technical field or equivalent practical experience.

Have a passion for technology and with superior customer service skills

Must be detail oriented

Knowledge in Avaya systems (Aura System/Session Manager, CM, CCE, CMS, AAM, ClientE, IP Office) a plus

Knowledge in TDM, SIP, H.323, VOIP a plus

Some experience with network management and security solutions desired

Working knowledge network technologies such as MPLS, SONET, DS3, T1's, and LTE along with basic routing and switching a plus

Demonstrative organizational skills with the ability to multi-task

Effective and professional interpersonal, verbal and written communication skills

Strong analytical and troubleshooting ability with appropriate detail orientation

Positive, solution-oriented attitude

Demonstrated ability to work efficiently and productively with minimal direction or guidance

Some overnight domestic travel may be required