Job Title: Avaya Technician
Location: New York, NY (Hybrid Remote)
Pay Rate: $37 - $42/hr
Contract Type: Long-term W2 Contract (C2C is not an option)
Start Date: ASAP
Responsibilities:
- Avaya Telecommunications Support: Provide support for Avaya systems, including Avaya Aura Communication Manager, Session Manager, System Manager, Avaya Aura Messaging, Avaya Call Center Elite, and Avaya IP Office. Handle incidents, service requests, and changes to ensure smooth communication operations.
- Troubleshooting and Issue Resolution: Identify, diagnose, and resolve complex technical issues related to Avaya systems. Use knowledge of Avaya products, protocols, and network configurations to troubleshoot problems and restore services promptly.
- System Maintenance and Upgrades: Perform regular maintenance activities, software upgrades, and patches for Avaya platforms. Ensure all systems are up to date with the latest software versions and security patches.
- Monitoring and Performance Optimization: Monitor the performance and health of Avaya infrastructure components to proactively identify potential issues and bottlenecks. Optimize system configurations for optimal performance and reliability.
- Configuration Management: Manage the configuration of Avaya systems, including adding, modifying, and deleting extensions, trunks, and routing patterns. Ensure configuration changes are well-documented and comply with best practices and security standards.
- Collaboration and Communication: Work with cross-functional teams, including Network Engineers, IT support staff, and vendors, to address complex issues and coordinate project implementations. Communicate effectively with end-users to provide technical guidance and resolution updates.
- Documentation: Create and maintain comprehensive documentation related to Avaya systems, configurations, procedures, and troubleshooting guides. Update knowledge base articles for efficient incident resolution and knowledge sharing.
- Change Management: Follow change management processes and participate in change advisory board meetings to review planned changes, ensuring minimal impact on services and operations.
- Continuous Improvement: Stay current with the latest Avaya technologies, industry trends, and best practices. Continuously seek opportunities to improve the performance, security, and reliability of Avaya systems.
- Training and Support: Provide mentoring and knowledge transfer to L1 support personnel and end-users to enhance their understanding of Avaya systems and basic troubleshooting procedures.
Role Qualifications and Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- Proven experience (4-7 years) as an Avaya Engineer or in a similar telecommunications role.
- 2+ years of experience with Avaya Aura 10.
- Proficiency in Avaya Aura Communication Manager, Session Manager, System Manager, and other Avaya telephony platforms.
- Knowledge of VoIP protocols, SIP, H.323, and RTP.
- Familiarity with Avaya IP Office and Avaya Call Center Elite is a plus.
- Strong analytical and troubleshooting skills with the ability to think critically under pressure.
- Experience with network infrastructure, routing, and switching concepts.
- Excellent communication and interpersonal skills to collaborate effectively with team members and end-users.
- Industry certifications like Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS) are desirable.
- Familiarity with ITIL practices and change management processes.
- Flexibility to participate in on-call rotations and work outside regular business hours when needed.