Job Description :
Network Admin
Location : Boston, Massachusetts
Long Term Contract

Under the direct supervision of the Global Voice and Call Centre Manager, the Voice Engineer provides Level 1-2 support on VOIP Level 1 telephony hardware and software support to desktops, laptops, mobile devices by utilizing the Service Now Helpdesk ticketing system, knowledge base and asset management system. Keeps detailed records and constantly strives to improve processes and procedures in the IT service workflow to deliver the best customer service possible.
Deliver superior customer service, and act as a single point of contact for customers.
Provide accurate documentation on design of installed hardware and software to production support team
Work with and program Avaya S8700, S8720, G350, G700, G650, CLAN, MEDPRO, and IVR, CTI Applications.
Provide incident and problem management for the VOIP infrastructure; conduct and plan maintenance activities. Perform system upgrades and application patches as required.
Install, troubleshoot, break-fix and maintain voice applications (IP agent, Auto Attendant, etc and hardware on Avaya based equipment.
Monitor VOIP alarms and take appropriate actions to proactively resolve troubles.
Establish, run, and analyze call processing flows and traffic studies to assess optimum configurations.
Manage PBX, coordinate with network and local carriers and other project members to complete projects within stated timeline and budget
Lead/participate in projects that require infrastructure upgrades, new install or disconnect of voice hardware.
AVST voice mail support – MACDS
Understands Avaya CMS and can run reports
Minimum 1-2 years of experience in Telecom, Helpdesk area or technical support services.
3 to 5 years of experience with Communication Manager, Call Management System, Call Center applications, Call vectoring for ACD, ACD administration, support and documentation of production systems.
ACA (Avaya Certified Associate), CNNA, MCP certifications