Professional Skills
• Possess well-developed verbal communications skills
• Keen listening skills, with the emphasis on content and context and are expected to build credibility and confidence with clients
• Demonstrated ability to diffuse potential volatile situations as well as provide an articulate, measured and succinct response to a client’s problem
• Quickly discern temperament and urgency in another person’s communications while exhibiting self-confidence and maintaining their poise when confronted by upset clients
• Manage client’s expectation Well-developed writing skills; including client documentation & communications, descriptions of problems and issues, along with documenting the solutions
• Elicits confidence among peers, management and clients
• Function both effectively and efficiently as part of a tightly interwoven team - they are also expected to cooperate and remain flexible in a fluid environment
• Manage the analysis, diagnosis and resolution of client problems using effective analytical skills and logical reasoning
• Required to respond to a large volume of requests, provide accurate and timely solutions with a high degree of client satisfaction
• Manage your work in an organized manner with the ability to recognize and escalate complex problems to the Technical Lead or a different group as appropriate
• Display their ability to consistently prioritize and track, with attention to detail, multiple concurrent issues/problems/tasks that are presented to them for action
• Must be flexible, open to new ways of doing things and operate efficiently in a quickly changing environment
• Team-oriented behavior will be demonstrated by a flexible point of view, with a positive, cooperative approach
• Ability to collaborate effectively with an offshore Level 1 Service Desk provider and work cohesively as one team

Required Knowledge


Configuration of the PBX (limited to features for individual users),
Familiar with telephone administration (telephone moves, adds, and changes) including basic configuration of the administrative and diagnostic tools
Installs, maintains, and repairs telephone communication systems. (AVAYA System)
Performs daily installation and maintenance of digital, hybrid, analog and electronic key equipment; lays and/or installs cables, wires, cross connections and inlet jacks associated with PBX modules to point of voice terminals.
Runs associated wiring for new installation of telephone company trunks and lines from point of D-mark to proper circuit pack of switching system
Monitors and tests telephone company trunks and lines to determine location of malfunction. Relocates existing telephone instruments and associated equipment.
Performs troubleshooting using maintenance software of PBX systems. Instructs users on station features at time of installation.
Performs bench tests, cleans, and repairs analog and key telephone sets; customizes telephone sets for specialized needs, such as data connections, Dictaphone, elevator phones, and other unique assemblies.
Monitors inventory and replenishes supplies. Sends off equipment for necessary repairs.
Confers with vendors of telephone equipment to coordinated installations and isolate troubles.

Technical Skills

• Proficient technical and analytical skills, including the ability to work with concepts as well as technical issues
• Demonstrate the ability to research, document and recommend solutions or workarounds quickly and thoroughly
• Consistently prioritize and track multiple concurrent technical issues, problems and/or projects that are presented to them for action
• Communicate effectively with technical and non-technical groups
• Possess the skills required to create architecture and designs for systems.
• Ability to maintain technical system documentation
• Proficient & knowledge in configuration of the PBX (limited to features for individual users),
• Knowledge of the technology being utilized, with the ability to discuss the technical problems
• Ability to make recommendations for new hardware/software purchases in addition to ensuring compatibility with the existing architecture
• Knowledge or and experience with the use of the administrative, diagnostic and repair tools currently being used as well as the ability to conduct the research and evaluate other tools being considered for use

Education
• Prefer an Associate’s degree in Telecommunications, Electronics Technology, or other related field; three years of experience in installation, maintenance, and/or repair of telephone communication system, or a related field.
• Must be knowledgeable in AVAYA Programming. Must possess and maintain a valid Georgia driver's license. A combination of training and experience above the minimum requirements will be considered.

MUST HAVE EXPERIENCE WITH THE FOLLOWING:

Basic AVAYA M/A/C experience:
AVAYA experience with ASA
AVAYA VoIP phones
Cross connect experience on 110 & 66 block
Understand TTI code
Basic computer skills for Avaya GEDI & Emulator

All your information will be kept confidential according to EEO guidelines.