4 days old
2018-05-162018-06-13

Telecommunications Engineer

Detroit, MI 48226
  • Job Code
    617378
  • Payrate
    $45 To $50

The Telecom Technical Support Specialist's role is to ensure proper telephony technology operations so


that end users can accomplish tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help ticket requests. This position also processes new hires, separations, internal transfers, name changes, rehires, and voicemail lists.


Responsibilities



  • Provide technical support through system analysis and consulting with end-users on requests
  • Build rapport and elicit problem details from help desk customers
  • Field incoming help requests from end users via telephone and work orders in a courteous manner
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Develop help sheets and knowledge-based articles for end users
  • Provide backup for other Telecom team members
  • Participate in team on-call duties on a weekly rotation
  • Perform related duties as assigned


Requirements



  • Experience with Avaya including Communication Manager, CMS, CMS Supervisor, ASA, and System Manager
  • Working knowledge of Avaya Site Administration and Avaya System Manager Experience with AVST voice mail, Call Copy Recording, Microcall Call Reporting, and Mutare
  • Some understanding of Avaya Call Center (vectors, VDNs, Hunt Groups, and EAS)
  • Telecom hardware and software support experience
  • Exceptional written and verbal communication skills
  • Strong proficiency in Microsoft Office software, especially Excel
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
  • Strong documentation skills

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