Position Type : 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.
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.
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