Entry Level Network Voice Technician (Avaya or Nortel Exp Required)

KTEK RESOURCING LLC


Job Title: Network Voice Technician

Location: Jacksonville, Florida

Mode: Contract / 12 Months (On-site)

Required Skills

  • 8-10+ years of Hands-on experience in Avaya and Nortel Voice system
  • Have clear understanding on VOIP protocols like SIP, H.323 and MGCP
  • Have clear understanding on Telecom infrastructure protocols like ISDN and analog signaling.
  • Should be able to support on Telecom related tickets need Hands and feet includes MDF cabling support, analog, IP phone support for Nortel and Avaya Phones
  • Should have knowledge supporting Spectralink and ASCOM wireless phones
  • Keep records of Telecom inventory
  • Excellent troubleshooting skills. Must be able to quickly identify and resolve network related issues in smallest possible time.
  • Must be able to participate and represent the team in Change and Incident management meetings.
  • Excellent communication and presentation skills.
  • Coaching analysts for correct routing of tickets, capturing critical information

Responsibilities:

  • To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
  • To provide support for on call escalations orL3 level support and doing incident and problem management
  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
  • To adhere to quality standards, regulatory requirements and company policies
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
  • To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

Job Type: Contract

Salary: $45.00 – $50.00 per hour

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Experience:

  • Nortel: 1 year (Preferred)
  • SIP: 1 year (Preferred)
  • Avaya: 1 year (Preferred)
  • VoIP: 1 year (Preferred)

Work Location: One location

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