Telecommunications Analyst

Voice Administrator

We are seeking a candidate who takes initiative and is detail-oriented. They should actively monitor the ticket queue and follow through with minimal supervision.

Top Three Technical Skills:

1. Avaya Administration: Including Moves, Adds, and Changes (MACs) and incident resolution.
2. Carrier Circuit Administration: Involving troubleshooting, ordering, and billing.
3. Avaya SIP, Agent for Desktop (AAFD), CMS, System Manager.

Projects/Day-to-Day Work: The candidate will assist in the administration of the Avaya phone system.

Resume Requirements:

• Extensive Avaya administration experience.
• Carrier circuit experience (e.g., Avaya, Spectrum, Verizon).

Avaya Telephone System Contractor Responsibilities:

Moves, Adds, and Changes (MACs):

• Process user and phone setup changes in the Avaya system, including extensions, voicemail, and call routing.
• Coordinate with internal customers for scheduling and implementation.
• Track and prioritize multiple tasks, completing 30 requests daily.
• Support Avaya AAFD users using Avaya System Manager with minimal direction.

Incident Management & Troubleshooting:

• Investigate and resolve issues related to Avaya phone systems, including call quality, connectivity, and feature-related problems.
• Escalate complex issues to higher-tier support if needed.
• Maintain accurate and detailed ticket updates in ServiceNow.

Proactive Task & Queue Management:

• Take initiative in managing and keeping the task queue clean.
• Ensure tasks are addressed and closed quickly while maintaining quality.
• Verify that issues are fully resolved to prevent repeat tickets.
• Continuously monitor the ticket backlog and work proactively to reduce open requests.

Technical Skills & Tools:

• Strong knowledge of Avaya telephony systems and day-to-day ticket handling.
• Proficient in Microsoft Excel, including pivot tables and lookup tables.
• Experience documenting and tracking work in ServiceNow or similar ticketing systems.
• Basic knowledge of Microsoft Teams Calling is a plus.