What are the responsibilities and job description for the Voice Administrator position at TEKsystems?
Job Description
Job Description
Top Skills' Details
o Avaya administration to include Moves, Adds, and Changes and incident resolution
o Carrier circuit administration to include troubleshooting, ordering, and billing
o Avaya SIP, Agent for Desktop (AAFD), CMS, System Manager
Job Description
We are seeking a detail-oriented and proactive Voice Administrator to join our team. This role is crucial for the Modernize Call Routing Platform (Integrate MS Teams) project. The ideal candidate will have extensive experience in Avaya administration and carrier circuit management.
Additional Skills & Qualifications
- Moves, Adds, and Changes (MACs)
o Process user and phone setup changes in the Avaya system to include extensions, voicemail, call routing – coordinating with internal customers for scheduling and implementation
o Track and prioritize multiple tasks, completing 30 requests daily
o With minimal direction support Avaya AAFD users using Avaya System Manager
o Investigate and resolve issues related to Avaya phone systems to include call quality, connectivity, and feature-related problems
o Escalate complex issues to higher-tier support if needed
o Maintain accurate and detailed ticket updates in ServiceNow
o Take initiative in managing and keeping the task queue clean
o Ensure tasks are addressed and closed quickly while maintaining quality
o Verify that issues are fully resolved to prevent repeat tickets
o Continuously monitor ticket backlog and work proactively to reduce open requests
o Strong knowledge of Avaya telephony systems and day-to-day ticket handling
o Proficient in Microsoft Excel, including pivot tables and lookup tables
o Experience documenting and tracking work in ServiceNow or similar ticketing systems
o Basic knowledge of Microsoft Teams Calling is a plus
