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Technical Specialist
1 month ago
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About the OpportunityThis position is on-site at our client's Birmingham, AL office location. Provide daily onsite support for the customer when requested. Answer SSA TPCO Help Desk calls from end users and system administrators with regard to the operation of the VoIP phone system features and reporting tools. Perform initial diagnostic evaluation, address basic technical issues, and provide end user education and instruction. Troubleshoot phone features and application issues. Resolve issues within the scope and control of the position. Provide guidance to end users in procedures and policy for the administration and security of the Avaya provided hardware and software.
Refer issues that are not remotely solvable by the helpdesk technician to the appropriate team resource for resolution. Track status, inform, and escalate tickets as necessary to ensure compliance to all service level agreements (SLA's) and expectations of Client. Provide prompt and accurate services with regards to status of Incident or Change requests to our customers. Customer service oriented, positive / can-do attitude.
About YouTeam player, with demonstrated willingness to learn and progress. Ability to provide clear and concise client support with regards to operation of the SSA TPCO VoIP phone system, as well as best practice instructions to end users. Maintain a working understanding of the SSA TPCO VoIP Solution. Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps. Demonstrate a strong organization and prioritization skills, including pro-active tracking of open issues. Strong communications skills both written and oral, including remote customer support via technology and through use of the telephone. Ability to create clear and accurate documentation of activities through trouble logs, trouble ticket systems, and through use of email and collaboration technologies.
- Education: Associates Degree or equivalent with a minimum of 2 years of experience.
- Proficient knowledge of MS Office, Windows 2007, Email, Collaboration, and Internet navigation.
- 2 years experience in technical help desk support, or a related equivalent type of position.
- Aptitude for technology and an understanding of VoIP technology.
- Experience in use of a trouble ticket system is desirable.
- Any industry qualifications, particularly experience directly with Avaya Legacy (Nortel) or VoIP technology, is highly desirable.
- Understanding and experience in support of IP data applications and end user support.
- Proficiency with Excel functions
- Proficiency with Collaboration tools
- Excellent communication skills
- Proficiency with Telephony and/or Contact Center terminology and reporting
- No requirement for travel outside of local area
The pay range for this opportunity is from $50,200.00 to $67, performance-related bonus + benefits
This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, competencies, and location.
An individual contributor who provides remote post-sales support of software and/or hardware systems, sub-systems, and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. May provide support to end user installations, configurations, upgrades and migrations through basic problem solving and troubleshooting. May include supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of low complexity. Monitors the implementation of solutions for customer reported incidents. Has day to day direction and guidance from a supervisor. Goals are clearly defined by a supervisor. Work performed depends on others for direction, guidance, and instruction.
ExperienceLess than one year of experienceEducation
Technical Certification or equivalent experiencePreferred Certifications
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