Perform lead operational telephone system support including but not limited to:
Perform all Avaya Aura 7.x phone system and voicemail administration activities, including provisioning, updating, and removing H.323 VoIP and analog lines in software.
Coordinate installations, disconnects and phone moves with comm techs, install and move VoIP phones as needed.
Provide contact center analysis, support, and design updates – should be comfortable with vectors, VDNs, system announcements, and statistical reporting.
Offer custom Avaya features and routing solutions to end-users as needed to meet changing business needs.
Administer additional system components including Avaya CMS, and Avaya Aura Messaging, and Calero VeraSmart call accounting and inventory management.
Monitor IT Service Desk Phones requests and incidents in ServiceNow. Create and work tickets, and triage and escalate or resolve work requests on a day-to-day operational basis.
Troubleshoot, research, and resolve day-to-day operations phone system issues; escalate and coordinate with Avaya support and technicians as needed.
Maintain and monitor the secure operation of the phone system including:
Respond to system events and alarms, or any unusual system activity: Resolve, escalate, or engage Avaya maintenance support if needed, occasional after-hours emergency response.
Coordinate and oversee periodic after-hours Avaya software and firmware patches and updates with contracted Avaya Business Partner, also engaging the IT Infrastructure Operations (network) team as needed. Be available to support occasional scheduled after-hours network maintenance activities which may impact the phone system.
Ensure any phone system changes are in compliance with established protocols and information security standards.
Participate in work groups, capital project teams, and meetings with a telephony component - Assist in Client Services tasks, meetings and efforts.
Contribute to team initiatives and continual improvement of phone system administration practices, and processes.
Serve as lead for mobile device equipment ordering, service provisioning, and vendor account management.
Perform inventory control functions, including equipment sanitization wiping and equipment surplussing as needed, and update equipment inventory data.
IT Telecom Administrator Qualifications
Knowledge of the principles, methods, and techniques used in PBX/Telephony troubleshooting and support.
Exceptional customer service skills are required, with regular direct contact with staff across the organization.
Minimum of 5 years’ experience working with Avaya phone systems including:
Avaya Communication Manager 7.0 or above;
Avaya Aura Messaging system configuration;
Avaya One-X Communicator soft phone installation and configuration.
Proficiency in configuring and supporting Avaya Contact Center vector routing, system recordings, and CMS report analysis.
Experience working with multi-tiered ticket handling/resolution systems e.g. ServiceNow.
Experience working with Avaya technical support for alarm resolution.
Familiarity with Microsoft Office applications such as Excel, Word, Outlook (Familiarity with Microsoft Teams is a plus).
Willingness to monitor and respond to Slack IM conversations within IT.
Willingness to occasionally work 12:00 am – 3:00 am to oversee and/or support after-hours maintenance.
Comfortable working with vendors to schedule and oversee regular system patching and maintenance.
Comfortable provisioning and supporting Avaya Meet-Me conference bridges and carrier-based teleconference solutions.
This is a remote position, with occasional need for in-office access
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.