Tier II Help Desk (Avaya)

Oklahoma City, OK
Mar 03, 2017
Jul 19, 2017
Full Time
General Dynamics has an opening for an Avaya Voice Help Desk Specialist to program Avaya PBX system/station basic configurations in Communications Manager and Aura Messaging Manager. The candidate will program phone sets (digital, IP and analog), perform Moves, Additions, Changes (MACs), program digital, IP & analog station system configuration, changes, additions or deletions, add or remove telephones, program requested feature changes, provide voicemail support, program mailbox configurations (Aura Messaging 7 IA770 Messaging), complete password resets, program feature changes, add or delete user mailboxes, add or delete distribution lists, provide break/fix services on telephones, replace telephones, troubleshoot and resolve phone-/data-cabling issues, repair station cabling and jacks, assist in identification and resolution of other vendor line/circuit problems, reaching a solution, troubleshoot issues related to lines/trunks, coordinate and act as focal point for problem resolution involving service provider.



  1. Answer incoming customer calls and emails: Identifies, researches, and resolves technical support issues.
  2. Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  3. Provide troubleshooting and support.
  4. Performs escalation procedures.
  5. Properly assigns incident and service request tickets priority using impact and urgency and product categorization classification.
  6. Perform password resets on applicable systems.
  7. Provides phone and help-desk support for all users.
  8. Collect information from callers and ensure that tickets are promptly and accurately documented in Remedy.
  9. Utilize the Remedy Knowledgebase to guide callers through resolution of reported issues.
  10. Create and/or mature knowledge management articles in support of incident resolution
  11. Properly assign tickets not resolved by the Service Desk to the appropriate support organizations (escalation).
  12. Maintains current knowledge of relevant technology as assigned.
  13. Participates in special projects and/or other duties as required.
  14. Experience using computer management tools to provide remote support and to facilitate completion of all requests.
  15. Develop and implement work instructions, desktop procedures and/or SOPs in accordance with customer standards.

Position Requirements:

  1. Create, understand and execute approved escalation procedures
  2. Ability to react to dynamic industry and rapid changes in information technology
  3. Ability to maintain customer focus in the midst of difficult circumstances (Provides a high level of professionalism and customer service in all dealings with customers)
  4. Ability to manage multiple priorities in a fast-paced environment
  5. Follows escalation procedures when Incidents require escalation to the next level of support
  6. Experience working in an ITIL process-oriented workflow environment
  7. Experience working with multi-tiered ticket handling/resolution systems
  8. Professional verbal and written communication skills required
  9. Ability to work well under pressure, meeting multiple deadlines
  10. Ability to work independently with minimum supervision
  11. Experience with Windows and non-Windows server configuration, administration, and monitoring
  12. Ability to understand and utilize event monitoring and displays of dashboards with system status to support Tier 2 incidents
  13. Ability to support critical outage events; stand up of conference bridges and act as a key POC with various stakeholders to resolve issues quickly
  14. Ability to develop SME experience on one or more systems or applications acting as a "go to" person for other Service Desk Specialists
  15. Contribute to Knowledge Management

  1. Avaya ACIS-level certifications in Aura Communication Manager and CM Messaging - Embedded (R6.X), Contact Center, and/or Conferencing. (Desirable)
  2. Avaya ACSS-level certifications in Aura Communication Manager and CM Messaging - Embedded, Conferencing, Session/System Manager, Call Center Elite, Contact Center, and/or Experience Portal with Proactive Outreach Monitor. (Desirable)
  3. Prior experience as an Avaya Tier II helpdesk engineer. (Desirable)
  4. ITIL v3 Foundation (Optional)
  5. Ability to obtain/retain an FAA-issued PIV badge/position of public trust. (Mandatory)
  6. Bachelor's degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
Qualifications 8-10 years of related telecommunications experience.

3-5 years of directly related experience supporting large service desk environments/operations.



  1. Knowledge of the principles, methods, and techniques used in computer troubleshooting and support.
  2. Experience using Remedy.
  3. Experience working with multi-tiered ticket handling/resolution systems
  4. Monitor, maintain and administer the health of the corporate wide network infrastructure
  5. Maintain and administer network infrastructure standards, documentation and fault tolerance
  6. Monitoring, managing, and troubleshooting Cisco, Juniper, and Nortel devices (AS5300,CS2100, VOIP, Cisco routers, switches, firewalls, etc.)
  7. Monitor and troubleshooting Call Center System (ACD)
  8. Proficient in administering VoIP
  9. Document logical and physical network design changes
  10. Switching protocols Spanning Tree, VTP, port grouping
  11. Layer networking (MPLS, etc)
  12. Follow ITIL-based process and procedures and escalate for technical assistance
  13. Advise and make recommendations to management concerning infrastructure and related LAN issues
  14. Validate and coordinate all scheduled maintenance
  15. Understand client's operational and sustainment methodologies and processes
  16. Gain familiarity with the client's current voice enterprise infrastructure
  17. Present Monitoring/Test Results and Reports
  18. Perform/support Voice Enterprise Services integration testing as required

  As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.