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Telephony Application
Ref No.: 17-06545
Location: Brookhaven, Florida
Position Type:Direct Placement
Title :Telephony Application
Location : Multiple Locations
Mode of Hiring : Full Time
Job Description :
. Application Change Validation Portal Updates
. Service Now Ticket Process Updates escalations and transfers
. Tel Alert On call Paging System monitoring notifications Onsite Support if required
. Vendor Support Change Activity Production Outage Onsite support if required
. Vendor ISP Telco Support Access to site if required
· Troubleshoot phone hardware
· Wiring terminations in network closets, demarcation, MDF
· Patching in network connections
· Wire tracing/toning, low voltage continuity tests, Ethernet pin-out mapping
· Oversee local cabling projects Site renovations/Cabling
· Simple and complex PBX moves adds and changes
· ACD agent changes, vectoring, hunt groups, call coverage
· Advanced feature knowledge to support business users
· Complex PBX issue troubleshooting
· Monitor alarms
· VPN Phone install/support 600 plus users
· Support of off-site phone users
· Aura messaging administration
· Avaya CMS support. Agent administration, reports, dictionary changes
· User training on phone hardware, PC software, faxing, AV equipment, voice mail
· Daily and weekend checkouts
· Circuit pack and board replacement
· Equipment inventory, cleaning, disposal, repair
· After-hours projects as needed to avoid downtime
· MUX wiring and administration
· Collaborating with Avaya on defects and complex issues
· Creating user guides
· Creating procedural guides for voice team reference
· CMS system backups and reboots
· Wired and wireless headset connectivity and troubleshooting
· Special IT projects and initiatives
· Support our business users who have relationships with outside telecom services
· Conference bridge support
· E911 day to day administration of stations
· Cabling installation and maintenance through office furniture
· Onsite coverage Mon-Fri
· Outage support During and after hours
· Basic understanding of IP network fundamentals - topology, DHCP, subnets, VLAN's
· Wireshark packet captures of different network segments
· Health Checks Platform /Application Daily Weekend Change Validation
Nice Call Recording Support
· RDP into remote servers for administration
· Provision voice channel mapping after hours
· Troubleshoot voice mapping and screen capture issues
· Troubleshoot application issues and defects
· Troubleshoot playback issues
· Support of on-site tape playback hardware and issues
· Analyze outages and restore service
· Support during server patching after hours
· System reboots after hours
· Verify server states each morning
· Verify server states each morning
· Monitor alarms
· Collaborate with Nice to resolve defects and complex issues
· Collect server log files for troubleshooting
· User account and group administration
· Active directory look-ups
· Server monitoring administration
· Server monitoring administration
NICE application Validation Change Support After hours
Desktop support
· Avaya CMS, Nice, One X Agent, One X Communicator, Avaya terminal emulator, Avaya IC
· Install, repair, and remove various telephony applications and Microsoft prerequisites
· RDP to users end devices
· Change application settings and features for users
· Troubleshoot issues
· Train users on application features
· Refer OS issues to desk side team with supporting documentation
· Follow procedures to get around bit9 blocking of installs
· Support of applications in virtual environments in addition to stand alone machines
· Server monitoring administration
Gathering of log files within various applications to support troubleshooting work efforts
Audio video
· Make sure equipment is on and lighting is on for each video conference
· Troubleshoot video conference issues
· Support AV equipment for meetings and events
· Troubleshoot TV's, switching components, automation devices, laptop presentation, audio amplifiers, etc.
· Train users
· Attend large meetings to support issues as they arise
Process Management
· Manage and create help desk documentation
· Request changes for Service Now forms and processes as our needs change
· Creation of Standard Work documentation that reflects new and existing platforms/applications
· Work with the service request team on end user process questions and engaging the correct team members for escalations