Senior Telecommunication Analyst - Avaya

The Senior Telecommunication Analyst completes assigned tasks of routine to moderate complexity related to projects and technical requests, and provides Tier 1 and Tier 2 support in all areas of the departmental service portfolio. The Senior Telecommunication Analyst is largely self-directed once assigned work and functions with considerable independence.

Primary Responsibilities:

• The Senior Telecommunication Analyst is responsible for the installation, support, and maintenance of all Avaya telecommunications, and unified communications systems at a high level. The analyst evaluates current systems, and works on complex problems where analysis of situation requires in-depth evaluation of various factors
• The Senior Telecommunication Analyst completes assigned tasks of routine to moderate complexity related to projects and technical requests, and provides Tier 1 and Tier 2 support in all areas of the departmental service portfolio
• The Senior Telecommunication Analyst is largely self-directed once assigned work and functions with considerable independence.
• Provides excellent customer service to all levels of employees including customers, peers, and leadership
• Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department
• Leads by example and acts as backup for certain departmental leadership functions
• Communicates in a professional, positive, and timely manner in person, on the phone, and via electronic means
• Represents the department and company in a positive and professional manner. Participates in the evaluation and estimation of routine work requests and minor projects. Participates in the orientation of new team members.
• Adheres to all departmental policies and procedures. Creates, follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency. Uses advanced troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer
• Maintains detailed and accurate records in workload management, asset management and administrative applications
• Adheres to deadlines
• Actively maintains education and cross-training on all departmental areas of expertise. Maintains required certifications and attends training when available and appropriate. Leads small inter- and intra-departmental committees and groups as requested by supervisor
• Assists management in identifying opportunities for process improvement within the department. Assists customers with understanding total cost of ownership issues related to network and telecom systems
• Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility.

Required Qualifications:

• Minimum 3 - 5 years of Telecommunication Analyst experience in an enterprise environment
• Minimum of 3 – 5 years of hands-on Avaya Aura Platform experience (to include Communications Manager, System Manager, Session Manager, AADS, and Session Border Controllers and Avaya IX Messaging)

Preferred Qualifications:

• Avaya Cloud Office experience
• Ring Central experience
• Other PBX / Call Center Systems
• Knowledge of carrier services and interfaces
• Ability to think outside the box
• Working knowledge of ServiceNow
• Proficiency with Microsoft Office applications, Windows operating systems and Linux operating systems.
• Organizational skills and technical documentation