Voice Administrator

About This Role

This role involves maintaining incident and task queues, processing user and phone setup changes in the Avaya system, and troubleshooting circuit issues. The successful candidate will also assist with the company's transition from Avaya to Microsoft Teams.

Responsibilities

• Maintain the incident/task queue and close approximately 40 tickets daily
• Research and document station programming for the Teams conversion project
• Work with telecommunication carriers to troubleshoot circuit issues and outages
• Process user and phone setup changes in the Avaya system (MACD)
• Investigate and resolve issues related to Avaya phone systems, including call quality and connectivity
• Maintain accurate and detailed ticket updates in ServiceNow
• Manage the task queue to ensure issues are addressed and closed efficiently

Requirements

• Prior Avaya System Administrator experience (MACD)
• Carrier circuit experience (Avaya, Spectrum, Verizon, etc.)
• Strong knowledge of Avaya telephony systems and day-to-day ticket handling
• Proficient in Microsoft Excel, including pivot tables and lookup tables
• Experience documenting and tracking work in ServiceNow or similar ticketing systems

Qualifications

• Prior Avaya System Administrator experience with MACD (Moves, Adds, Changes, & Deletes)

Nice to Have

• A carrier background
• Avaya IP Office experience
• Basic knowledge of Microsoft Teams Calling

Skills

* Required skills

Benefits