Telecom Support Analyst

TELECOMMUNICATIONS SUPPORT ANALYST MILWAUKEE, WI CONTRACT TO HIRE

As part of the CompuCom telecommunications team, the Telecom Support Analyst's primary role will be the support and maintenance of Avaya telephony and communications infrastructure for multiple PBXs, voicemail systems, and associated adjuncts. Working as a part of the Telecom team, the Telecom Support Analyst will assume Tier 2-3 responsibility for problem diagnosis, troubleshooting, repair and resolution of issues impacting systems and impaired user functionality. The Telecom Analyst will be the escalation point for remote technicians and the Subject Matter expert for Avaya based solutions and integrated Cisco issues.

MINIMUM QUALIFICATIONS:

- 5 years telephony systems support experience
- Recent and proven Avaya Communications Manager support experience in multi-campus enterprise production environment
- Proven ability to project manage remote vendors to complete projects within deadlines
- Proven Tier 2-3 troubleshooting skills in all relevant technologies and platforms
- Basic networking experience as it relates to support of a telephony environment
- Proven ability to coordinate and drive troubleshooting efforts and conference calls
- Advanced knowledge of layer 2 telephony transports (ISDN PRI, T1, DS-3, etc.) and troubleshooting
- Ability to assist remote technicians and 3rd party vendors
- Strong customer service, communication and interpersonal skills
- Proven ability and desire to work as a member of a team
- Ability to appropriately assess risk

PREFERRED SKILLS:

- Working knowledge of Avaya Definity (G3 R6-12), Avaya Communications Server series (S8300-S8700 R1-R3), Merlin Magix, Intuity Audix MAP 100 (R4-R5), Intuity Audix LX, and/or Intuity Message Networking a plus
- Manufacturer Certifications (Avaya, Nortel, Cisco, etc.)
- Working knowledge of call recording technologies (ECAS, BCMS, CMS, ATCom, etc.)
- TDM/PBX production support experience
- Understanding of ITIL concepts and terminology
- Experience with enterprise incident management tools (HP Openview, SM7, or similar)
- Bachelor s Degree in Computer Science, or equivalent work experience

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, it s all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.