Support Supervisor

· Day to day management of the Telephony environment to ensure optimal services.

· Daily operational support, maintenance and troubleshooting of Avaya servers and products including CMS.

· Owner of all Global Interactive Voice Response Systems.

· Maintain relationships with third party vendors.

· Management of all toll free and local phone numbers utilized both internally and externally.

· Budget responsibilities related to vendors and internal telephony costs.

· Evaluate hardware, software, and communications products and provide recommendations to the Technical Infrastructure team.

· Identify and recommend changes needed in the infrastructure to optimize Guest-tek’s technological goals.

· Implement technology and infrastructure changes.

· Manage issue identification and resolution in a timely and efficient manner.

· Act as the point of contact for telephony related issue resolution.

· Identify and recommend cost-saving opportunities and effective asset management.

· Communicate major process and procedure changes to end users and stakeholders.

· Perform root-cause analyses and make recommendations for improvements.

· Experience with Avaya Telephony systems, hardware, and software a must.

· Knowledgeable on Avaya’s Call Management System and reporting abilities.

· Ability to build and design Interactive Voice Reponses Systems

· Understanding of the OSI network model.

· Familiarity with QOS, with an emphasis on VoIP, SIP, and TCP/IP networking.

· Some knowledge of LAN/WAN and firewall policies.

· Current technical experience relevant to VoIP infrastructure.

· VoIP Networking Architecture and troubleshooting.

· Experience with Asterisk telephone systems

· Experience with AudioCodes.

· Excellent problem solving and analytical skills.

· Ability to manage, communicate, and facilitate change.

· Able to analyze and forecast current and future needs.

· Strong communications skills, both verbal and written.

· Ability to work well under pressure and fast paced conditions.

· Strong team player, ability to contribute to and lead a team.