Voice Admin

TEKsystems•San Antonio, TX

2d•$28 - $35•Hybrid

About The Position

We are seeking a dedicated and experienced Voice Administrator to manage our incident and task queues, close approximately 40 tickets a day, and assist with the Teams conversion project. The role involves collaborating with telecommunication carriers to troubleshoot circuit issues and outages.

Requirements

Hands-on Avaya System Administration experience (2-3 years minimum).
In-depth knowledge of Avaya telephony systems, Avaya Call Manager, and Avaya Communication Manager.
Ability to diagnose and resolve voice communication issues.
Experience with voicemail and ACD (Automatic Call Distribution).
Proficient in Microsoft Excel, including pivot tables and lookup tables.
Experience with ServiceNow or similar ticketing systems.
Ability to hit the ground running, reliable, and punctual.

Nice To Haves

Carrier circuit experience with providers such as Avaya, Spectrum, Verizon.
Basic knowledge of Microsoft Teams Calling is a plus.
Carrier Bg is a plus.
Avaya IP Office experience is a plus.

Responsibilities

Maintain and manage the incident/task queue to efficiently close 40 tickets daily.
Research and document station programming for Teams conversion projects.
Collaborate with telecommunication carriers to troubleshoot and resolve circuit issues/outages.
Process user and phone setup changes in the Avaya system, including extensions, voicemail, and call routing.
Track and prioritize multiple tasks, completing 30+ requests daily.
Provide minimal direction support to Avaya AAFD users using Avaya System Manager.
Investigate and resolve issues related to Avaya phone systems, including call quality, connectivity, and feature-related problems.
Escalate complex issues to higher-tier support when necessary.
Maintain accurate and detailed ticket updates in ServiceNow.
Proactively manage task queues, ensuring tasks are addressed and resolved quickly to prevent repeat tickets.