Voice Support

* No sponsorships * No 3rd party vendors * No C2C

Top Skills:

• Avaya administration to include Moves, Adds, and Changes and incident resolution
• Carrier circuit administration to include troubleshooting, ordering, and billing
• Avaya SIP, Agent for Desktop (AAFD), CMS, System Manager
• Extensive Avaya administration experience
• Carrier circuit experience (Avaya, Spectrum, Verizon, etc

Responsibilities:

• Moves, Adds, and Changes (MACs)
• Process user and phone setup changes in the Avaya system to include extensions, voicemail, call routing coordinating with internal customers for scheduling and implementation
• Track and prioritize multiple tasks, completing 30 requests daily
• With minimal direction support Avaya AAFD users using Avaya System Manager
• Incident Management & Troubleshooting
• Investigate and resolve issues related to Avaya phone systems to include 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 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