Technical Specialist

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.

The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

About the Opportunity

This position is on-site at our client's Washington, DC office location. Provide daily onsite support for the customer when requested.  Answer SSA TPCO Help Desk calls from end users and system administrators with regard to the operation of the VoIP phone system features and reporting tools. Perform initial diagnostic evaluation, address basic technical issues, and provide end user education and instruction. Troubleshoot phone features and application issues. Resolve issues within the scope and control of the position. Provide guidance to end users in procedures and policy for the administration and security of the Avaya provided hardware and software. 

 

Refer issues that are not remotely solvable by the helpdesk technician to the appropriate team resource for resolution. Track status, inform, and escalate tickets as necessary to ensure compliance to all service level agreements (SLA’s) and expectations of Client. Provide prompt and accurate services with regards to status of Incident or Change requests to our customers. Customer service oriented, positive / can-do attitude.

About You

Team player, with demonstrated willingness to learn and progress. Ability to provide clear and concise client support with regards to operation of the SSA TPCO VoIP phone system, as well as best practice instructions to end users. Maintain a working understanding of the SSA TPCO VoIP Solution. Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps. Demonstrate a strong organization and prioritization skills, including pro-active tracking of open issues. Strong communications skills both written and oral, including remote customer support via technology and through use of the telephone. Ability to create clear and accurate documentation of activities through trouble logs, trouble ticket systems, and through use of email and collaboration technologies.

 

• Education: Associates Degree or equivalent with a minimum of 2 years of experience.
• Proficient knowledge of MS Office, Windows 2007, Email, Collaboration, and Internet navigation.
• 2 years experience in technical help desk support, or a related equivalent type of position.
• Aptitude for technology and an understanding of VoIP technology.
• Experience in use of a trouble ticket system is desirable.
• Any industry qualifications, particularly experience directly with Avaya Legacy (Nortel) or VoIP technology, is highly desirable.
• Understanding and experience in support of IP data applications and end user support.
• Proficiency with Excel functions
• Proficiency with Collaboration tools
• Excellent communication skills
• Proficiency with Telephony and/or Contact Center terminology and reporting
• No requirement for travel outside of local area

Compensation

The pay range for this opportunity is from $57,100.00 to $77,100.00 + performance-related bonus + benefits

This range represents the anticipated low and high end of the salary for this position. This rol