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Full-time Avaya Voice Engineer

at Teledatacom Phils. Inc. in

I. DAILY TASKS

• Backup of PBX configuration
• Check Email requests and perform immediate isolation for unresolved tickets
• Proactively monitor the Avaya system to ensure optimal operation.
• Resolve reported tickets for the day. Ensures that tickets are resolved within the SLA parameters.
• Escalate to Helpdesk for Avaya COE support.
• Update IT Manager for any related changes.
• Coordinates with vendors for issues related to their products/services. Escalates to the proper people within their respective areas of expertise that needs immediate attention.
• Responds to phone inquiries from end user(s) for any problem/request related to Avaya system.
• Captures daily data report generated by Avaya Site Administration to be used in preparation for the monthly trunk utilization.
• Daily checking of trunk outage of PABX. Reports to carrier any problem, out-of-service and disconnected trunk resolve until trunk is in stable mode. Coordinates with helpdesk for assistance in acquiring carrier’s ticket details and status.
• Collect tickets for the day and transfer the data into the Daily Ticket Maintenance spreadsheet.
• Coordinates with local telecommunications carrier to resolve service outages, provisioning for new services and system integration testing with PBX.
• Performs Avaya system related activities such as installation, upgrades and backup.
• Ensures timely submission of all reports required by CLIENT as listed down in Annex “C“. Other reports required by other departments should be addressed sufficiently and timely.
• Escalates issues that need immediate attention to Avaya to expedite resolution.
• Oversees and coordinates the prioritization and updating of problems/request status information.

II. WEEKLY TASKS

• Performs scheduled activity (i.e. installation of new phones, activation of extensions in PBX, creation of bridge numbers, activation of Witness recording in agent’s phones and desktop, and change PBX configuration for the week.)
• Conducts Mini Health Check.
• Generate incident report for the week.
• Submit root cause analysis report on all issues that occurred.
• Submit status report of all activities performed.


III. MONTHLY TASKS

• Conducts back-up every last regular day of the month.
• Prepares spreadsheet for trunk utilization of PABX.
• Captures PBX reports and configuration of PBX.
• Prepares and keys in the daily data report collected from the Avaya Site Administrator to the monthly trunk utilization spreadsheet for the month end report.

IV. NETWORK ACTIVITIES

• Assist IT Account analyst to configure or troubleshoot new set of Call Center under CLIENT vendor
• Assist IT Network team Monitor switches and equipments
• Help IT Network team re-hub the cable manager
• Inform IT Representative via email regarding outstanding issues
• Help IT Network team audit ports, switches and phones


CALL ACCOUNTING:

• Weekly/Monthly meeting with Voice Management Team (IT Representative)
• Input authorization codes to both Teltrac and PABX
• Generate daily/weekly trunk utilizations report
• Check/verify and deactivate resignees.


AD-HOC ACTIVITIES:

• Prepare gate pass for installation and pull-out of equipment.
• Conduct Preventive Maintenance every last business day of the quarter.
• Monitor’s Attendance / Punctuality of co- team members on work shifts and scheduled activities.
• Conduct administration training related to Avaya PABX and Verint.
• Provide assistance to CLIENT in designing voice infrastructure related to expansion, upgrade and/or migration.
• Perform configuration and installation of new equipment related to CLIENT Voice Telephony infrastructure.
• Coordinates with IT engineers in other parts of CLIENT to perform configuration and/or installation in the voice infrastructure.


ASSET MANAGEMENT:
Sending regular updates of phones and station license inventory (Telephony update)



PERIOD COVERAGE:
Embedded with the period coverage of the Annual Maintenance Contract of CLIENT Voice Equipments



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Published at 09-04-2011
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