What are the responsibilities and job description for the Avaya Telcom Administrator position at Cynet Systems?
Job Description:
- The engineer evaluates current systems, designs new systems, and works on complex problems where analysis of the situation requires in-depth evaluation of various factors.
- The Telecommunication Engineer completes assigned tasks of routine to advanced complexity related to projects and technical requests and provides Tier 1 and Tier 2 support in all areas of the departmental service portfolio.
- The Telecommunication Engineer is self-directed once assigned work and functions with considerable independence.
- Provides excellent customer service to all levels of employees including customers, peers, and leadership.
- Participates and engages in team meetings, team-building activities, and other opportunities to strengthen the department.
- Leads by example and acts as a backup for certain departmental leadership functions.
- Communicate in a professional, positive, and timely manner in person, on the phone, and via electronic means.
- Represents the department and company in a positive and professional manner. Participates in the evaluation and estimation of routine work requests and minor projects.
- Participates in the orientation of new team members.
- Adheres to all departmental policies and procedures.
- Creates, follows, maintains, and updates as necessary documentation and checklists to ensure efficiency and consistency.
- Uses advanced troubleshooting methodologies that provide efficient, effective resolution and minimize impact on the customer.
- Maintains detailed and accurate records in workload management, asset management, and administrative applications.
- Adheres to deadlines.
- Actively maintains education and cross-training on all departmental areas of expertise.
- Maintains required certifications and attends training when available and appropriate.
- Leads small inter- and intra-departmental committees and groups as requested by the supervisor.
- Assists management in identifying opportunities for process improvement within the department.
- Assists customers with understanding the total cost of ownership issues related to network and telecom systems.
- Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility.
- 5 years of Telecommunication Analyst and Engineering experience in an enterprise environment.
- Minimum of 5 years of hands-on Avaya Aura Platform experience (to include Communications Manager, System Manager, Session Manager, AADS, Session Border Controllers and Avaya IX Messaging).
- Minimum of 4 years of experience with Nice CX-One (Scripting and Studio experience required).
- Avaya Cloud Office experience.
- Ring Central experience.
- Other PBX / Call Center Systems.
- Knowledge of carrier services and interfaces.
- Ability to think outside the box.
- Working knowledge of ServiceNow.
- Proficiency with Microsoft Office applications, Windows operating systems, and Linux operating systems.
- Organizational skills and technical documentation.
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