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VNOC Network Monitoring Lead - 2nd Shift Baltimore, MD

Date:  Feb 23, 2021
Location: 

Baltimore, MD, US

Requisition ID:  29510

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

We currently have a requirement for a Voice Network Operations Center (VNOC) Network Monitoring Lead. Candidate must already be located in the United States.  This position will support a large government agency with over 1500 offices and 100k users nationwide. The VNOC monitors and troubleshoots an Avaya VoIP solution. This position is located in Baltimore, MD and will be considered second shift, between the hours of 3pm-11pm, M-F.

 

An individual contributor who provides remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Provides support for end user installations of medium complexity, configurations, upgrades and migrations through basic problem solving and troubleshooting. Includes supporting 3rd party products and occasional on-site support. Analyzes symptoms, logs, and data required to resolve issues of medium complexity. Proposes and monitors the implementation of solutions for non-routine customer reported incidents to ensure that situation is resolved. May proactively monitor for downstream effects as a result of the fix. May highlight other issues. Works with limited guidance on projects within defined criteria.

 

 

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ABOUT THE RESPONSIBILITIES

  • Day to day responsibilities include the monitoring and troubleshooting of an Avaya Communications Solution.
  • This includes using such tools as NetIQ and Windows Desktop solutions.
  • Interacting with customer representatives.
  • Interacting with tier 3 technicians to determine solutions to issues.
  • Updating tickets.

ABOUT THE REQUIREMENTS

SKILLS & COMPETENCIES
 

Knowledge with any, or all of the following is preferred: Avaya System/Session Manager, Communication Manager (CM), Avaya Contact Center (AACC), SIP/DS3s, NetIQ, Avaya Experience Portal, Firewall and Switch technology.

 

ADDITIONAL INFORMATION
 

Full time position.

 

EDUCATION/QUALIFICATION
 

A two year college degree or certifications in the above technologies are preferred, or 5-10 years’ experience in VoIP and SIP technologies or VNOC experience may be considered.

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).


Nearest Major Market: Baltimore