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Senior IT Technical Analyst (150748)AppletonWisconsin.

Senior IT Technical Analyst (150748)

Appleton | Wisconsin | United States | 54914

ESSENTIAL DUTIES AND RESPONSIBILITIES 

·         Service Management 

o   1st and 2nd level ticket investigation and resolution 

·         Analysis and Problem Management 

o   Problem analysis 

o   Perform estimate of problem resolution for voice infrastructure related problems and issues (Avaya Communication Manager, Call Center, Modular Messaging, eCAS) 

o   Document resolution procedures and conduct Post Mortems 

·         Technical Support 

o   Maintain working knowledge of voice infrastructure systems in a large enterprise environment 

o   Documentation to meet business requirements 

PREFERRED QUALIFICATIONS 

·         Avaya certifications 

·         Experience with Avaya Communications Manager, Call Center, Modular Messaging and eCAS 

·         In depth understanding of telephony concepts and terminology to include, IP telephony, Quality of Service, Local and Wide area network, Unified Messaging and Unified Communications 

·         High competency with configuration and design of TDM and VoIP telephone systems 

·         Hands on experience with configuring Avaya, Nortel, Cisco or other enterprise class telephone and messaging systems 

·         Strong verbal communication and technical writing skills 

·         Under supervision, ability to Manage multiple duties at the same time 

·         Conceptual and Logical Thinking 

·         Intuitive and Analytical 

·         Ability to Connect with Multiple Personality Types 

·         Ability to Produce Deliverables Independently and in Collaboration with Others 

·         Effective analytical and problem-solving skills. 

·         General knowledge of Cisco systems also a plus. 

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