Avaya Voice Support Engineer

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

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.