Telecom - Avaya Opening

Job Title: VOIP IP Avaya Telecom Engineer
Department: Tech Support/ITS

Summary:
Under the direct supervision of the Technology Support Manager, the Telecom Engineer provides Level 2-3 support on VOIP Level 1 telephony hardware and software support to desktops, laptops, mobile devices by utilizing the Helpdesk ticketing system, knowledge base and asset management system. Keeps detailed records and constantly strives to improve processes and procedures in the IT service workflow to deliver the best customer service possible.

Responsibilities:
• Deliver superior customer service, and act as a single point of contact for customers.
• Daily responsibilities include installation, termination, cable management, labeling, and testing of voice/data cables.
• Provide accurate documentation on design of installed hardware and software to production support team.
• Work with and program Avaya S8700, S8720, G350, G700, G650, CLAN, MEDPRO, and IVR, CTI Applications.
• Provide incident and problem management for the VOIP infrastructure; conduct and plan maintenance activities. Perform system upgrades and application patches as required.
• Install, troubleshoot, break-fix and maintain voice applications (IP agent, Auto Attendant, etc.) and hardware on Avaya based equipment.
• Monitor VOIP alarms and take appropriate actions to proactively resolve troubles.
• Establish, run, and analyze call processing flows and traffic studies to assess optimum configurations.
• Manage PBX vendor, coordinate with network and local carriers and other project members to complete projects within stated timeline and budget
• Lead/participate in projects that require infrastructure upgrades, new install or disconnect of voice hardware.
• Conduct direct end user support for recommending, provisioning, troubleshooting, upgrading and changing ownership of telecom user devices including cell phones, voice-enabled blackberries and PDAs.
• Prepare, maintain, and reconcile all billing cycle activities to deliver accurate and effective client billing information.

Qualifications:
• Strong knowledge of Avaya VOIP technologies and experience with 46xx-series IP phone sets.
• Experience directly supporting end users with cell phones, blackberries and PDAs including provisioning equipment and determining appropriate and cost effective rate plans, particularly for users who roam and travel internationally.
• Experience with developing and following methodologies and procedures.
• Excellent documentation skills and proficiency with MS Outlook, Word and Excel, Visio.
• Experience with Remedy or similar ticketing system.
• Experience with telecom hand tools to pull/terminate/test/label.
• Experienced with closet knowledge (punch down and terminate patch panels).
• Strong team player with the ability to manage multiple critical issues concurrently, while remaining focused on the business impact and production support.
• Willing to adapt, overcome, and succeed in a constantly changing business and technical environment in order to meet defined service level agreements and adhere to and promote CPG standards.

Education And/Or Experience
• Bachelor's degree in Computer Science or combination of education and experience.
• Minimum 1-2 years of experience in Telecom, Helpdesk area or technical support services.
• 3 to 5 years of experience with Communication Manager, Call Management System, Call Center applications, Call vectoring for ACD, ACD administration, support and documentation of production systems.
• ACA (Avaya Certified Associate), CNNA, MCP certifications.