Avaya Support Specialist

CBTS; Southfield (MI); On-site; USD 60,000 - 85,000; Full time

Job summary

CBTS is seeking an Avaya Support Specialist to provide hands-on support for an Avaya voice environment. You’ll manage the ticket queue for moves, adds, and changes, troubleshoot day-to-day issues, and serve as a point of contact for end users.

Responsibilities include installing and supporting Avaya G450 media gateways, performing cabling tasks, keeping documentation up to date, and completing data clean-up projects when not working tickets.

Qualifications

• Hands-on experience supporting Avaya Communication Manager and associated applications.
• Experience with Avaya G450 gateway installation and support.
• Experience with MAC work in a ticket-driven environment.
• Experience with cable cross-connects and cable identification.
• Solid foundational troubleshooting skills.
• Strong customer service and communication skills, with comfort interfacing directly with end users.
• Ability to take on configuration and data clean-up independently.

Responsibilities

• Monitor and work the access queue and tickets for moves, adds, and changes (MACs).
• Administer and support Avaya Communication Manager (CM) and associated applications.
• Perform basic troubleshooting and resolve or elevate voice issues as appropriate.
• Communicate with end users to understand issues, set expectations, and confirm resolution.
• Install, configure, and support Avaya G450 media gateways.
• Perform cable cross-connects and identify and trace cabling.
• Complete configuration and data clean-up projects when not working tickets.
• Keep ticket notes and system documentation accurate and up to date.

Skills

Avaya CM

Avaya G450

MAC work

Cable cross-connects

Troubleshooting

Customer service

Data clean-up

Ticketing knowledge

End-user communication

Tools

ServiceNow

Remedy

Job description

We’re seeking an Avaya Support Specialist to provide hands‑on support for an Avaya voice environment. You’ll work the ticket queue for moves, adds, and changes, troubleshoot day‑to‑day issues, and serve as a point of contact for end users. You’ll also support Avaya G450 gateways and handle physical‑layer cabling tasks. When the queue is quiet, you’ll take on configuration and data clean‑up to keep the environment healthy.

Key Responsibilities

• Monitor and work the access queue and tickets for moves, adds, and changes (MACs)
• Administer and support Avaya Communication Manager (CM) and associated applications
• Perform basic troubleshooting and resolve or elevate voice issues as appropriate
• Communicate with end users to understand issues, set expectations, and confirm resolution
• Install, configure, and support Avaya G450 media gateways
• Perform cable cross‑connects and identify and trace cabling
• Complete configuration and data clean‑up projects when not working tickets
• Keep ticket notes and system documentation accurate and up to date

Required Qualifications

• Hands‑on experience supporting Avaya Communication Manager and associated applications
• Working knowledge of Avaya G450 gateway installation and support
• Experience with MAC work in a ticket‑driven environment
• Experience with cable cross‑connects and cable identification
• Solid foundational troubleshooting skills
• Strong customer service and communication skills, with comfort interfacing directly with end users
• Skill level to take on configuration and data clean‑up independently

Preferred Qualifications

• Familiarity with Avaya System Manager, Session Manager, or related applications
• Experience with a ticketing platform such as ServiceNow or Remedy
• Background in enterprise telephony or unified communications support

What Success Looks Like

• Tickets are resolved accurately and within SLA
• End users have a clear, positive support experience
• The voice environment is clean, documented, and well maintained