Junior Telecom Engineer

| Fully Remote

Posted: 11/12/2021 Job Category: Engineer Job Number: 1938

Job Description

Summary of Responsibilities

  • Resolving issues with the Avaya systems;
  • Supports voice engineering initiatives for all project-related and ongoing operations support for voice communications services;
  • Implements and troubleshoots enterprise Voice-related solutions/incidents/system outages;
  • Responsible for day to day ticket handling and assisting in troubleshooting issues for remote WFM agents (soft phones) and Office agents (hard phones).
  • Assisting Sr. Engineers by performing adds, moves, changes, and user troubleshooting;
  • Monitors ticket queues to ensure customer tickets and service requests are promptly addressed;

 

Requirements:

  • Moderate experience in a multiple call center environment with 5000 + agents or more.
  • Familiarity of Avaya Systems and its components, such as Communication Manager, System Manager, Session Manager, CMS Reporting and real time monitoring, AES servers, Gateways;
  • Knowledge of Telephony protocols (VOIP, SIP, H.323) ;
  • Configuration, Upgrade & Troubleshooting of G 450/G650 Gateways;
  • Knowledge of Avaya One-X Communicator and One-X Agent soft phones
  • Knowledge of Avaya 1608 and 4610 hard phones
  • Understanding of VoIP on an enterprise network, including implementation of QoS for H.323 and/or Session Initiation Protocol (SIP) technology;
  • Excellent customer service skills, highly motivated, self starter;
  • Can be available to jump on a troubleshooting bridge or an outage bridge 24/7 if needed.
  • A good understanding of how to trouble Avaya problems and strong troubleshooting / problem solving skills in general.
  • A minimum of 1 – 3 years in a call center environment with Avaya components
  • A knowledge of virtual environment VMWare ESXi is a plus

 

Meet Your Recruiter

Luke Spallone

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