Telecom Technical Support Analyst

Description

Job Description This document outlines the key technical skills, systems equipment knowledge, and experience required to provide local technical support at the Customer Service Center (CSC) locations in Salem, VA and Fairfax, VA. This position will be working from the Salem Transportation Operations Center office. Key Technical Skills Ability to conduct adds, moves, and changes for Avaya hard phones Ability to define and run reports using the Avaya Call Management System (CMS) Ability to design and manage Call Flows (Avaya support is available via a block of hours) Ability to add/change/delete skill groups in the Avaya CMS Ability to configure and support the OneXAgent (remote call center agent) software Ability to effectively work with VDOT CSC staff to setup remote agent workstations and phones for severe weather events (including the OneXAgent software and phones not on the Avaya System) Ability to troubleshoot phone problems Ability to run system backups and system restoration Ability to run call traces to determine problems with call routing Ability to troubleshoot and manage SIP trunks Ability to manage and monitor LAN/WAN connections Ability to troubleshoot LAN/WAN problems Ability to configure IVR systems Ability to provide technical support for a variety of business applications, including MS Outlook, SharePoint based applications (the Customer Service Center (CSC) Portal and InsideVDOT), the VDOT Asset Management System (AMS) Ability to translate and describe technical issues in easytounderstand terms for consumption by all stakeholders Ability to play a primary role in the CSC application deployment process Ability to provide remote support for the NOVA CSC System Equipment Knowledge Cisco switches and routers Avaya Communications Manager Avaya Voicemail System Avaya Call Management System (CMS) Avaya System Manager Avaya Session Manager Avaya 450 Gateways Avaya Session Border Controllers Avaya Enterprise Survivable Server IVR systems