A client is seeking a Telecom Technician to join their team in Georgia - northwest Atlanta! You will be responsible for the daily operation of primarily all Avaya telephone equipment. This role will also require support of Cisco Unity voicemail, CMS and adjuncts. You will provide technical support and maintenance for new or existing telecommunications services, like cellular device rollouts and provide leadership on projects by working with team members and internal customers. This role will administer and maintain system changes, upgrades and patch management as required for stable and secure platforms. Additionally, the Avaya call center environment is in process of evaluating and moving to a Genesys voice platform as well as migrating Avaya phone systems to the Cisco platform.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com. Previous working understanding of Cisco Call Manager and Cisco Unity
iPhone Rollout to an Enterprise environment
Support and management of the primarily Avaya platforms and adjuncts
Monitor, operate, install, and maintain telecommunications solutions and equipment through daily health checks and monitoring.
Troubleshooting of hardware, software, or circuit issues to ensure system performance
Strong troubleshooting skills and ability to gather call traces and analysis for issue resolution
Daily systems review to monitor capacities, alarms and overall health
Ticket management -- requests, break fix, enhancements
Consult with end users to gather, requirements for requests or projects and determine best solution within platform capabilities
Recommend, develop, and implement solutions based on business requirements
Provides support to other teams on change tickets
Use of Microcall call detail reporting systems for company and assist users with reports and support on investigations as necessary
Perform call management functions including re-routing of calls as necessary due to business requirements or emergencies or implementing business continuity
Coordinate with telecommunication carriers and service providers to ensure system performance and support, including escalation of trouble tickets.
Configure and maintain patch panels, and various analog, digital, and VoIP signaling systems
Able to provide after hours and weekend support for planned upgrades / maintenance and emergencies
Create, maintain and update accurate technical documentation
Participate in on call rotation for support of issues and business continuity
support, ticket management, troubleshooting, change management and overall support of the VoIP network.
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