100% remote, but need to be in PST time zone
Manager needs someone with solid Avaya experience. Prior work with Contact Center, Nice and/or call recording is also needed.
If they have one of the following certifications it is a HUGE plus: Avaya ACA / ACS / ACE, CompTIA Network+, CCENT, CCNA, CCDA, ITIL Service Management Essentials.
Systems Administrator (Avaya)
Location: Mount Lake Terrace, WA OR Spokane, WA (Remote must be local to attend on-site training 1st day)
Duration: 5 months+ extensions
Kelly Technology is currently recruiting for a Systems Administrator. The ideal candidate will have experience supporting Avaya products and applications. Candidates should also possess at least one of the following certifications: Avaya ACA / ACS / ACE, CompTIA Network+, CCENT, CCNA, CCDA, ITIL Service Management Essentials.
Job Summary:
The Systems Administrator will provide advanced operational, administrative and project support of our clients enterprise voice services environment. Primary duties encompass production support, fault management, and lifecycle maintenance on our clients data and voice services infrastructure and applications Systems. Support local and remote network and voice services components to ensure system readiness and reliability as well as minimize any potential service disruptions. Communicate and coordinate the maintenance activities of vendors and support personnel at local and remote campus locations. Track, resolve, and report on alarm-based service incidents, facilitated and coordinated through the Service Desk / Systems Command Center. Provide escalation support for problems and issues that cannot be resolved by administrators, analysts and specialists.
What they will do:
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- Respond to network and voice services issues and escalate when necessary.
- Work with team members in troubleshooting and performing root-cause analysis for resolving problems that have multiple dependencies (Avaya, Cisco, Nice telephony products, etc).
- Assemble, install and configure voice services hardware and software (telephony servers, ancillary systems, cable plants, etc.) consistent with established standards.
- Follow and define proper team change management practices and communication, of upcoming work to customers and team members.
- Update documentation and participate in planning meetings, acting as liaison between Engineering and end-users as needed.
- Take appropriate actions to ensure minimal amount of systems disruption to customers.
- Consult with project managers, engineers, developers, DBAs, customers, and fellow staff members on implementation of network and voice services, hardware or operating systems.
- Provide after-hours and weekend support where necessary, in a 24x7 system-availability model.
- Assist senior Administrators and the Engineering staff with projects, including recurring lifecycle management work of network and voices systems, hardware or operating systems enhancements.
- Manage small IT projects, including recurring work and software/hardware enhancements. Oversee phases to ensure timely completion of projects.
- Produce capacity, availability, and management reports as required.
- Monitor system performance and faults and provide analysis using diagnostics tools as needed.
Requirements:
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- Bachelor's degree in Information Systems, Business Administration, or related field or four (4) years' work experience.
- Four (4) years' IT experience with Avaya and Contact Center soultions.
- Experience in an Operations, Production Support or Call Center environment (Preferred.)
- Any or all of the following certifications: Avaya ACA / ACS / ACE, CompTIA Network+, CCENT, CCNA, CCDA, ITIL Service Management Essentials (Preferred.)
- Experience with any or all of the following: QoS / CoS, Open Source network management tools, ATM, MPLS, SONET (Preferred.)
- Experience supporting IVR solutions, hardware and software, and Call Center environments (Preferred.)
- Experience in Healthcare Enterprise IT (Preferred.)
- Demonstration of strong analytical problem-solving skills and ability to interpret and resolve complex or unknown problems and at times do this remotely or over the telephone.
- Experience supporting and troubleshooting complex network and telephony systems.
- Knowledge and experience with Cisco routers and switches, Cisco IOS, Firewall services, Cable management, WAN/LAN technology, and communications protocols using the OSI model.
- Knowledge and experience with Avaya communications systems, hardware / software components and the services these support.
- Exposure to routing protocols, VOIP, CoS/QoS, network monitoring tools, Windows OS, Microsoft Office 2007.
- Advanced knowledge of Fault Management Systems and related tools.
- Consults with clients and teammates to identify all facets of an issue and generate a solution. Understands potential impacts to processes and systems across organization and factors these into solutions. Excellent conceptualization, analytical and logic skills.
- Ability to communicate effectively and professionally, both orally and in writing. Ability to articulate and translate technical language to non-technical customers. Influences at all levels across the company within span of control.
- Extensive experience working in a customer-focused environment. Demonstrated ability to assess root issues and provide excellent viable solutions for the business and to the customer.