L2 Telecommunications Analyst
Intertec International
San Francisco de Heredia, Costa Rica - America Free Zone
hace 3 días

Position Type : Description :

Description :

As Telecommunications Analyst, this position is responsible for administration and support of a large, geographically distributed voice environment.

This entails support of voice servers, service provider trunking, troubleshooting, problem reporting and remedial coordination with internal customers, voice service providers and hardware vendors.

Duties :

  • Provide technical support of Avaya Communication Manager PBX, including UC functionality, ie One X Communicator, One X Mobile, ARS, Dial Plan, Trunk Management
  • Responsible for supporting and maintaining Customer Call Center; VDN's, Toll-Free Number inventory, call flows, routing logic.
  • Provide technical support for Avaya Aura Messaging
  • Perform back ups of voice PBX's, Voicemail Servers, VAL announcements as required.
  • Perform necessary functions as assigned in regard to Help Desk user requests; MAC (Moves, Adds, Changes), voicemail set up, station management, etc.
  • Monitor voice equipment to insure non-interruption of service.
  • Create / update / maintain voice related documentation and diagrams of the voice hardware infrastructure. This will include operational run books.
  • Monitor and resolve minor and major voice system issues for internal employees by providing technical support for various existing phone systems;
  • referring service issues to vendors when necessary.

  • Provides 24 / 7 support through investigation & analysis of problems using documentation, manuals, debugging tools & logic to resolve problems, prevent recurrence & ensure continuity.
  • Takes remote call for off-shift, weekends & holidays as assigned.

  • Participate in upgrading, testing, and implementing modifications to existing telecommunications hardware and software.
  • Maintain current knowledge of relevant technologies as assigned.
  • Assist in management of vendors in order to facilitate the purchase of telecommunications products and service, and technical support services.
  • Assist with Tandberg video conference support.
  • Prepare monthly voice capacity / utilization reports
  • Change Management coordination as required
  • Other operational and projects / duties as assigned.
  • Qualifications :

  • Bachelor's degree in Information Technology / Computer Science or related field preferred or 5+ years of direct related experience in the Telecom industry.
  • Strong working knowledge of Contact Center technologies, including Avaya CC, CMS Standard and Custom Reporting.
  • Must have expert knowledge in Avaya PBX systems including Communications Manager, Avaya Aura Messaging, Session Manager, System Manager, Session Border Controllers (SBC).
  • Avaya technical certificates preferred.

  • Experience and knowledge of telecom topology and design, including Avaya VoIP telephony.
  • Familiar with the concepts involved in a multi-segment LAN and WAN environment. Good working knowledge of global Telco services and data networks.
  • Knowledge of structured copper and fiber cabling.

  • Must be able to navigate carrier-based web portals for service reporting and trouble ticketing.
  • Excellent oral and written communication skills.
  • Excellent problem solving skills with strong attention to detail. Ability to work within a team environment, .
  • Ability to adapt to changing priorities and conditions.
  • Ability to work both independently, with little supervision, and also as part of a team.
  • Strong people skills, Great attention to detail, excellent organizational skills. Ability to multiple task.
  • Good understanding of SLA management, and Change Management
  • Good understanding of data protection and disaster recovery practices
  • Ability to work closely with a variety of customers including Infrastructure technical resources, hardware and service provider vendors and end users
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