Support Supervisor

·       Day to day management of the Telephony environment to ensure optimal services.

·       Daily operational support, maintenance and troubleshooting of Avaya servers and products including CMS.

·       Owner of all Global Interactive Voice Response Systems.

·       Maintain relationships with third party vendors.

·       Management of all toll free and local phone numbers utilized both internally and externally.

·       Budget responsibilities related to vendors and internal telephony costs.

·       Evaluate hardware, software, and communications products and provide recommendations to the Technical Infrastructure team.

·       Identify and recommend changes needed in the infrastructure to optimize Guest-tek’s technological goals.

·       Implement technology and infrastructure changes.

·       Manage issue identification and resolution in a timely and efficient manner.

·       Act as the point of contact for telephony related issue resolution.

·       Identify and recommend cost-saving opportunities and effective asset management.

·       Communicate major process and procedure changes to end users and stakeholders.

·       Perform root-cause analyses and make recommendations for improvements.

·       Experience with Avaya Telephony systems, hardware, and software a must.

·       Knowledgeable on Avaya’s Call Management System and reporting abilities.

·       Ability to build and design Interactive Voice Reponses Systems

·       Understanding of the OSI network model.

·       Familiarity with QOS, with an emphasis on VoIP, SIP, and TCP/IP networking.

·       Some knowledge of LAN/WAN and firewall policies.

·       Current technical experience relevant to VoIP infrastructure.

·       VoIP Networking Architecture and troubleshooting.

·       Experience with Asterisk telephone systems

·       Experience with AudioCodes.

·       Excellent problem solving and analytical skills.

·       Ability to manage, communicate, and facilitate change.

·       Able to analyze and forecast current and future needs.

·       Strong communications skills, both verbal and written.

·       Ability to work well under pressure and fast paced conditions.

·       Strong team player, ability to contribute to and lead a team.