Avaya Technician (No C2C/No Sponsorship)

Job Title: Avaya Service Technician II

*No C2C at any point, No sponsorship available*

Location: Hybrid - OshKosh, WI (3 days onsite/2 days remote)

Terms: Permanent

Pay: $40-50 per hour

Summary

The Avaya Service Technician II is responsible for providing intermediate level technical support ensuring the highest quality technical service to clients regarding field activities including installation and servicing voice, data, and video systems and equipment including associated wiring, power, or peripheral equipment.

Essential Functions

• Supplies intermediate technical level support to client requests for emergency, routine and remedial maintenance of complex telecommunications equipment and circuits
• Performs moves, adds and changes activities as required
• Supplies intermediate level technical support with new installation and major upgrade activities
• Supports the development, design, installation and maintenance of internal and external client networks
• Supports the computing hardware including PC’s, Windows Servers and peripheral devices
• Prepares and maintains installation records and documentation
• Promotes professionalism by displaying a positive, professional image and excellent attendance
• Responds promptly to client complaints regarding workmanship and re-occurring service problems; personally follows through on client inquiries and requests; completes assigned projects within time frames committed to customers
• Provides intermediate level technical leadership and guidance in solving problems encountered in the field and takes personal responsibility for correcting client service problems
• Works towards favorable response to company client satisfaction surveys
• Supports retention of the existing and future client base
• Ensures minimization of chronic and re-occurring system and equipment troubles

Additional Specific Duties and Responsibilities

• Experience with Avaya Definity G3, Aura CM5 and CM8 systems
• Tasks will include migrating users from older Avaya systems and to newer Avaya systems, replacing older phones and newer phones (including IP phones) and performing required troubleshooting.
• Migrate overhead paging connections to the new system along with any analog ports and digital phone cross connects.
• Contacting and coordinating with Century Link/Lumen to move DID numbers on the planned cuts.
• Interact with the customer’s ticket queues to ensure issues are being addressed

Required Qualifications

• AA/AS or BA/BS in Computer Science, or related technical/Business field
• Minimum of two (2) years of Avaya product lines experience
• Experience with E911systems (Intrado, RedSky, Cisco) highly desired
• High degree of general network experience preferred including administrative and desktop support, client support and interpersonal experience
• Ability to effectively present information to senior level technicians and customer groups in written and verbal formats
• Ability to effectively respond to common inquires or complaints
• Technological Skills:

- Digital PBX

- Video Conferencing

- Voice Mail Applications

- Audio Teleconferencing

- Call Center Solutions

- Unified Messaging

- Automatic Call Distribution (ACD)

- High-Speed Dedicated Data link

- Computer/Telephone Integration

- Synchronous Optical Network (SONET)

- VOIP

- High-Speed Internet Access

- Wireless

• Experience with the installation and support of network operating systems such as Microsoft Windows Server
• Experience with installation and support of Windows desktop operating systems
• Ability to organize and prioritize responsibilities, with an intense attention to detail. Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to apply principles of logical thinking to a wide range of intellectual and practical problems
• May also be required to transport equipment and supplies from inventory location to field sites. Routine lifting required; must be able to lift minimum of 50 pounds
• Typical telecommunications field work environment: client sites; indoor and outdoor; some inclement weather; working in cramped dimly lit equipment rooms; in/near construction sites
• Electrical hazards may be encountered while working in equipment rooms, ceilings, and on/near construction sites
• Other hazards as typically found on construction sites

Desired/Preferred Qualifications

• Minimum of two (2) years hands on experience dealing with analog and digital communications hardware and associated protocols
• Basic college level math capabilities