New job Telecom. Analyst Advisor in Oklahoma

Telecom. Analyst Advisor

Company : General Dynamics Information Technology
Salary : Details not provided
Location : Oklahoma

Full Description

Travel Required: Less than 10%
Public Trust: SSBI (T5)
Requisition Type: Regular

Tier II Requirements:
General Dynamics has an opening for an Avaya Tier II Service Desk Technician to assist in the daily maintenance and programming of multiple Avaya Aura and Legacy (Nortel) systems. The technician is responsible for advanced configurations in Communications Manager, Aura Messaging, Opt11, Opt61/81 and CS1K systems. The candidate will perform system configuration changes, program phone sets, perform various types of moves, adds, and changes (MAC’s), program requested feature changes, provide voicemail support, program mailbox configurations (Aura 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, knowledge of 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. Performs escalation procedures
4. Properly assigns incident and service request tickets priority using impact and urgency and product categorization classification
5. Perform password resets on applicable systems
6. Provides phone and service desk support for all users
7. Collect information from callers and ensure that tickets are promptly and accurately documented in Remedy
8. Utilize the Remedy Knowledgebase to guide callers through resolution of reported issues
9. Create and/or mature knowledge management articles in support of incident resolution
10. Properly assign tickets not resolved by the service desk to the appropriate support organizations (escalation)
11. Maintains current knowledge of relevant technology as assigned.
12. Participates in special projects as required
13. Experience using computer management tools to provide remote support and to facilitate completion of all requests
14. Develop and implement 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 next level 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. Ability to understand and utilize event monitoring and displays of dashboards with system status to support Tier 2 incidents
12. Ability to support critical outage events; stand up of conference bridges and act as a key POC with various stakeholders to resolve issues quickly
13. Ability to develop SME experience on one or more systems or applications acting as a go to person for other Service Desk Specialists
14. Contribute to Knowledge Management

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

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