Job Description
Experience as an Enterprise voice and unified communications technician or
analyst.
• Moves, adds, changes, and user provisioning across multiple UC platforms.
• Phone number inventory and lifecycle management.
• Ticket queue ownership and incident response.
• Telecom expense management and carrier coordination.
• E911 administration and records management
• User training and adoption support
• Ability to learn new technologies namely Microsoft Teams Voice.
• Communication Skills:
o Read, write and comprehend simple instructions, reports, short
correspondence and memos.
o Exchange of information with internal/external contacts.
o Explain and gather information, answer queries, or provide assistance to
internal, or external contacts.
o Persuade, confirm, or recommend course of action with internal and/or
external contacts.
o Ability to document training materials that are easier to use by end users.
• Decision Making Skills:
o Makes decisions of responsibility involving evaluation of information;
decisions may require development or application of alternative
precedents.
o Makes decisions of responsibility and results that affect more than one
department or a department with multiple units; substantial analysis is
required, and many factures must be weight before a decision can be
reached.
• Complexity, Judgement and Problem Solving:
o Understand and follow instructions.
o Execute decisions within limits of standard policy and procedures
o Interpret and adapt to established practices and procedures using
independent judgement to meet situations to which application is not
clearly defined.
Years of Experience: 3-5 years of experience.
Nice to Have Skills:
- Experience with Microsoft Teams Voice
- Experience with Landis Contact Center
- Implementation experience
- ITIL Foundations Certification
- Experience with Microsoft Teams Voice and or Microsoft Teams Voice
Certifications
- Avaya Certified Solution Specialist (ACSS), Avaya Support Professional
Specialist (APS)
Interview Process: Microsoft Teams & In Person
Interview Rounds
Duration of Contract:
Onsite, Remote or a Combination of onsite and remote: Combination of onsite and
remote.
Full job descriptions attached:
The Telecom Analyst servers as a key operational resource in handling tasks, including
system support, vendor coordination, and record maintenance. The aim is to ensure
effective and consistent operation of telecom services, facilitating smooth
communication and operational efficiency. Monitor assigned ticket queue and respond
efficiently to troubleshoot reported problems. This role requires a good understanding of
VOIP
• Job Duty: Customer focused VOIP Support
o Descriptive: Provide top-tier support for the organization’s VOIP systems,
with a particular emphasis on enhancing customer experience. Display
excellent communication and interpersonal skills in resolving user issues
and educating customers on system functionalities.
• Job Duty: Trend Analysis and Process Improvement
o Descriptive: Regularly review VOIP systems performance and support
trends to identify areas for process improvement. Use critical thinking
skills and initiative to recommend and implement enhancements to the
support process.
• Job Duty: Support under Project Team
o Descriptive: Work closely with project team, taking direction to manage
specific tasks and projects related to the VOIP systems.
• Job Duty: Maintenance of VOIP Systems and Records
o Descriptive: Perform regula maintenance on VOIP systems to ensure
optimal functionality. Keep call record systems updated and accurate,
demonstrating attention to detail.
Additional details:
Role requires reliable transportation. Some early morning start times (before 7 AM) and
weekends may be required.
Requirements
The Telecom Analyst servers as a key operational resource in handling tasks, including system support, vendor coordination, and record maintenance. The aim is to ensure effective and consistent operation of telecom services, facilitating smooth communication and operational efficiency. Monitor assigned ticket queue and respond efficiently to troubleshoot reported problems. This role requires a good understanding of VOIP systems with experience in Avaya phone system and Microsoft Teams Voice being beneficial. The successful candidate will demonstrate basic understanding of SIP technologies, vendor coordination, phone installation, and maintenance. Experience and understanding with e911 platforms. Familiarity with Avaya Workforce Optimization Select and Caler-VERASmart would be advantageous.
• Job Duty: Customer focused VOIP Support
o Descriptive: Provide top-tier support for the organization’s VOIP systems, with a particular emphasis on enhancing customer experience. Display excellent communication and interpersonal skills in resolving user issues and educating customers on system functionalities.
• Job Duty: Trend Analysis and Process Improvement
o Descriptive: Regularly review VOIP systems performance and support trends to identify areas for process improvement. Use critical thinking skills and initiative to recommend and implement enhancements to the support process.
• Job Duty: Support under Project Team
o Descriptive: Work closely with project team, taking direction to manage specific tasks and projects related to the VOIP systems.
• Job Duty: Maintenance of VOIP Systems and Records
o Descriptive: Perform regular maintenance on VOIP systems to ensure optimal functionality. Keep call record systems updated and accurate, demonstrating attention to detail.
Additional details: Occasional early morning start time and weekends may be required.
Numbers & Facts
| Location | Madison, WI |
| Industry | Staffing/Employment Agencies |
| Company Size | 20 to 49 employees |
| Year Founded | 2004 |
| Website | http://www.novalink-solutions.com/ |
About Company
Novalink, founded in 2003 , is a leading consulting and staffing company serving clients in public and private sectors in Information Technology, Telecommunications (IT/Telecom), Technical Networks, Finance, and Administration. With government agencies as our primary clientele, our team has a proven track record of success in providing temporary personnel solutions and managing government deliverables-based projects over the past 20 years.
Skills
- Analysis Skillsunmatched
- Avaya Softwareunmatched
- Call Centersunmatched
- Communication Skillsunmatched
- Customer Acquisitionunmatched
- Customer Experienceunmatched
- Customer Relationsunmatched
- Customer Trainingunmatched
- Data Collectionunmatched
- Detail Orientedunmatched
- Expense Managementunmatched
- ITIL (IT Infrastructure Library)unmatched
- Identify Issuesunmatched
- Incident Responseunmatched
- Interpersonal Skillsunmatched
- Inventory Managementunmatched
- Microsoft Product Familyunmatched
- Multiplatform/Cross-Platformunmatched
- Operational Communicationsunmatched
- Operational Strategyunmatched
- Operations Managementunmatched
- Process Improvementunmatched
- Record Keepingunmatched
- Records Managementunmatched
- Resolve Customer Issuesunmatched
- SIP (Session Initiation Protocol)unmatched
- Speech Technologyunmatched
- Systems Administration/Managementunmatched
- Systems Maintenanceunmatched
- Team Playerunmatched
- Telecommunicationsunmatched
- Trend Analysisunmatched
- Unified Communicationsunmatched
- VoIP (Voice over IP)unmatched
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