VoIP System Administrator

6 days ago


Richmond, Virginia, United States Avaya Full time
About the Opportunity

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Avaya. As a Technical Support Specialist, you will be responsible for providing daily onsite support to our customers, answering calls from end users and system administrators, and troubleshooting phone features and application issues.

**Key Responsibilities:**

  • Provide daily onsite support to customers
  • Answer calls from end users and system administrators
  • Troubleshoot phone features and application issues
  • Resolve issues within the scope and control of the position
  • Provide guidance to end users on procedures and policy for the administration and security of Avaya provided hardware and software
  • Refer issues that are not remotely solvable to the appropriate team resource for resolution
  • Track status, inform, and escalate tickets as necessary to ensure compliance to all service level agreements (SLAs) and expectations of the client

**Requirements:**

  • 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

**Benefits:**

  • Comprehensive health insurance plans that include medical, dental and vision for you and your family
  • Wellness and employee assistance programs
  • Generous time-off policy
  • Access to on-demand platforms for skill development
  • Opportunity for cultural immersion in another country
  • Feedback loop for growth and development
  • Recognition for community impact


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