Job Description

Job DescriptionJob Description

T he candidate will;

• Program phone sets (digital, IP and analog)
• Perform Moves, Additions, Changes (MACs)
• Program requested feature changes
• Provide voicemail support
• Program mailbox
• Complete password resets
• Add or delete user mailboxes
• Provide break/fix services on telephones
• Troubleshoot and resolve phone-/data-cabling issues
• Knowledge of station cabling and jacks
• Assist in identification and resolution of other vendor line/circuit problems
• Troubleshoot issues related to lines/trunks
• Coordinate and act as focal point for problem resolution involving service provider.

Qualifications

• 8-10 years of related telecommunications experience.
• Ability to obtain/retain an FAA-issued PIV badge/position of public trust. (Mandatory)
• Must be able to proficiently read, write and speak English

SKILLS AND ABILITIES:

• Knowledge of the principles, methods, and techniques used in PBX/Telephony troubleshooting and support.
• Experience working with multi-tiered ticket handling/resolution systems
• Monitor, maintain and administer the health of the local/core telephony infrastructure
• Maintain and administer network infrastructure standards, documentation and fault tolerance
• Proficient in administering Avaya systems
• Document logical and physical network design changes
• Follow ITIL-based process and procedures and escalate for technical assistance
• Advise and make recommendations to management concerning infrastructure and related LAN issues
• Validate and coordinate all scheduled maintenance
• Understand client's operational and sustainment methodologies and processes
• Gain familiarity with the client's current voice enterprise infrastructure
• Present Monitoring/Test Results and Reports
• Perform/support Voice Enterprise Services integration testing as required

Education

Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, Technical training or work experience.

• Avaya ACIS-level certifications in Aura Communication Manager and CM Messaging
• Embedded (R6.X), Contact Center, and/or Conferencing. (Desirable)
• Avaya ACSS-level certifications in Aura Communication Manager and CM Messaging
• Embedded, Conferencing, Session/System Manager, Call Center Elite, Contact Center, and/or Experience Portal with Proactive Outreach Monitor. (Desirable)
• Prior experience as an Avaya Tier II helpdesk engineer. (Desirable)
• ITIL v3 Foundation (Optional)

Position Type/Expected Hours of Work/Travel

· Typical workday: M-F 8:00am-4:30pm

Work Environment/Physical Demands

· On-Site Dedicated Field Engineer

The Benefits of working with Acuative

Acuative offers a comprehensive benefits program to all eligible employees. Full-time employees are eligible for benefits the first day following 45 days of employment.

• Comprehensive benefits plan including: Health, Dental, Vision
• Flexible spending, Dependent Care and Healthcare savings accounts with company contribution
• Long-Term and Basic Life/AD&D
• Competitive pay
• Paid Time Off and Holidays
• Career Development opportunities
• Service Award Program
• 401(K) Plan
• Employee referral program
• Life Assistance Program

About Acuative

For more than 35 years, Acuative has been providing an innovative approach unique to the communications marketplace. The Acuative team provides the entire end-to-end solution from network design to installation and management. Acuative can provide single-source solutions to help build, monitor, manage and support networks.

Acuative’s Security Operations Center (SOC ) works to protect against cyberattacks. Staffed by cybersecurity experts, security analysts and engineers who are trained to detect, analyze and respond to cybersecurity incidents and threats, and prevent such instances from happening. SOC staff work with programs and analytical tools that make it possible to stay on top of the latest security threats in the online world.

Acuative PMI-certified project managers coordinate directly with all Acuative teams involved in supporting your project - field service teams, technical support teams, outside vendors, and other internal departments, from the initial order process through the successful test and verification of the service. Eliminating information silos and fostering collaboration, the project manager makes the all the connections necessary to streamline the implementation while keeping you apprised through every phase of the project: planning, initiation, monitoring, execution, and closing.

Acuative’s Field Service Technicians are the foundation of our service business. They are the face of our company to our customers and we take that very seriously. Acuative Field Service Technicians are employees of the company. This allows a superior level of control over the qualities of our people, including their experience, tools, training, and an overall corporate culture that is committed to providing superior service, each and every day.

Our skilled staff, proactive monitoring, and management system coupled with cutting-edge technology help reduce network complexity and gain optimal performance for any business in a single or multivendor environment. Whether it’s helping an organization develop a compelling business case with financial due diligence or ensuring the new WAN design is fit for use, Acuative’s WAN architecture and engineering experts are there to help with robust and scalable designs.

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